Add Discovered Serial Number of assets in notifications by using the corresponding variable.

Behavior Change

Changes

In the change details page, the Approval tab under the CAB Evaluation stage will always be displayed regardless of whether approval is configured in the associated workflow.

Setup

Under Setup >> Probes and Discovery > Settings >> General, MAC Address identification during scan will be disabled by default.

Issues Fixed

Home

Dashboards do not auto-refresh as per the refresh frequency settings.

Requests

Technicians couldn't cancel requests without filling out the mandatory fields. The issue has been fixed and technicians can now cancel requests regardless of the mandatory fields.

Changes

Very old closed changes are listed in pending approvals.

In the new UI, change tasks couldn't be moved across stages in a change template.

Projects

In the new UI, tasks couldn't be moved across milestones in a project or a project template.

Assets

When there are more than 10 product types in the asset card view, incorrect asset count is displayed for the Others state.

In non-English languages, the Last Scan Summary of assets does not display the right icon and status for successful scans.

June 01, 2020

Issue Fixed

Spam Filter

Clicking the spam filter tab renders an empty page.

May 26, 2020

( Pre-release : May 05, 2020)

CMDB Business View

The UI of CMDB Relationship map is enhanced with a new set of icons. Furthermore, relationship maps can now be saved and viewed later as CMDB Business Views. Business Views present a summary of the relationship between various CIs, along with their critical data such as details, associated requests, changes, problems, releases, and CI distribution at a glance.

Asset Loan

With new capabilities and a complete makeover, the Asset Lease feature is now called Asset Loan. Using the Asset Loan feature, you can loan the assets in your organization to end users and technicians for a defined period. You can add multiple assets to a single loan, adjust an ongoing loan by adding new assets, extend or pre-close loans, return specific assets in a loan, and more. You can also easily track all the asset loans from a central panel and keep your stakeholders looped in on the asset loan management through pre-configured emails.

Here are some quick pointers:

After migration, leased assets will be marked as loanable assets and have loans created. Here's how an asset lease will look like after migration:

Asset Lease Before Migration

Asset Loan Created After Migration

To loan an asset, you must mark it loanable as shown in the following screenshot. You can mark an asset as loanable under Assets >> Asset Loan > Loanable Assets >> Mark Loanable Assets.

Alternatively, you can loan assets from the asset list view as shown below:

Here's the list of loanable assets:

When an asset is loaned, its status will be automatically set to In Use status.

Loanable assets will not have the Assign button displayed in the details page, instead, they will have options to be loaned or returned.

Asset Lease expiry notification will be available as Asset Loan Expiry notification in the notification rules.

May 12, 2020

( Pre-release : April 17, 2020)

Enhancements

Reports

Added new reports for Solutions, Request Notifications, and Request Notes

Under Date Filter in custom reports, new criteria such as the last 6 months, next week, next quarter, next year, and the like have been added.

The Date filter under Advanced Filtering in custom reports allows dynamic selection of any past 7 days, last 15 days, last 3 weeks, last 4 weeks, and so on.

Under Advanced Filtering in custom reports, 'Memory' fields will be displayed in GB instead of MB.

Under Reports >> Reports Settings, customize the font size, set a date format while grouping reports, and choose whether to display report title on every page.

Query reports under the Reports on Request Assessment folder will use the user's time zone for 'Date' fields.

Reorder Bar charts by ascending order of date.

Added legends for ring charts.

Matrix reports are available for Projects, Tasks, Software Licenses, and Request Metrics.

April 30, 2020

Enhancements

While performing approval action on change requests from pending approvals or the approval link, you can view the change tasks as well.

Issues Fixed

Requests

The 'Invalid URL' error is triggered when some email requests are closed.

During the transition in a life cycle-associated request, any mandatory field lists a maximum of only 100 options in the drop-down.

In business rule conditions, Items are listed without the Category association if there are more than 100 items and categories each in the system.

Projects

Unable to import comments for manually created projects.

Contracts

Contract expiry notification is sent twice a day if the old notification date (configured before the upgrade) matches one of the new ones.

Integration

Jira issues with the field 'Reporter' mandated couldn't be created from requests. The issue has been fixed and now users can create Jira issues by filling out fields like Reporter, Assignee, and Approver from within requests.

Some Jira issue updates are not tracked in the linked requests' notes in ServiceDesk Plus Cloud.

April 25, 2020

All-New ServiceDesk Plus Cloud (Beta)

ServiceDesk Plus Cloud brings in 100+ micro enhancements across the application, a visually pleasing user interface, and exceptional user experience. Some of the highlights are as follows:

Powerful Dashboards

Dashboards, powered by Zoho Charts, provides access to all your data in a single location. You can display the same data in different chart types, and without navigating to multiple pages for the required data.

Increased Productivity with Kanban View

Kanban view helps you organize, prioritize, and assign requests easily. All the requests will be displayed as cards that you can easily move around using simple drag and drop. You can modify the Kanban view by using custom filters based on Status, Technician, and Priority and set up time filters to pull out recently updated requests.

App Personalization

In the user pane, select layout, fonts, and colors to personalize the look and feel of the interface. You can also update your details and view all plan-related information in the user pane.

A Prominent Setup

Setup is now identified by a gear icon, prominently placed in the upper-right corner of the application. Navigation across Setup has been improved with logically organized secondary tabs appearing on the left panel across all pages.

Enhanced User Experience

The user experience in detail page across modules has improved, with extensive changes in the display and location of various features. The left pane is now moved to the center of the page, bringing more focus to the features and easy user access.

Readability and usability have been improved multi-fold in List, Template and other views across modules, Tables Settings across the application, Workflows, Recent Items, Pending Approvals, and Announcements.

New capabilities across modules and significant enhancements such as color-coding, icons, time filters, individual scroll bars, improved search, and the like will help you streamline your service desk processes.

Switch instances quickly by accessing the left panel, which also contains links to ESM Portal and ESM Directory.

Organized Pending Approvals

Pending approvals are segregated by modules and displayed along with the count. You can search for approval and easily mark their approval action.

Unified Search Experience

With a bigger search box, you can now enter more information, and the search results are narrowed down by module, task charts, and Due by Time.

To learn in detail about the all-new ServiceDesk Plus Cloud, visit this page.

Zoho Analytics Integration Enhancements

In Zoho Analytics, default reports have been introduced for Changes, Projects, and Solutions. Besides, new default reports have been added for Requests, Tasks, and Work Logs.

Report Enhancements

A new column called Request Status has been added to the following query reports under the 'Reports on Request Assessment' folder.

Report by Total Idle Hours

Report by Total On-Hold Hours

New columns called Life Span and Past Due by Time have been added to 'Report by Total Running Hours' under the 'Reports on Request Assessment' folder. Both columns are calculated without considering the operational hours. Past Due By Time provides the time elapsed after the due by time.

Under the 'All Computers' folder, two reports namely 'Computers with less than 256 MB' and 'Computers with more than 256 MB' have been changed to 'Computers with less than 1 GB 'Computers with less than 1 GB'.

In 'Time elapsed When Groups Assigned and not Assigned' report under the 'Reports on Request Assessment' folder, Un-Assigned Time and Assigned Time columns have been renamed to Not In Group and InGroup respectively.

In 'Time Elapsed When Technicians Assigned and not Assigned' report under the Reports on Request Assessment folder, Un-Assigned Time and Assigned Time columns have been renamed to Technician UnAssigned and Technician Assigned respectively.

The From column has been renamed to the following names in some query reports under the 'Reports on Request Assessment' folder:

Status in 'Time Elapsed by Changes in Status' and 'Report by Time Elapsed under On-Hold Status' reports.

Group in 'Time Elapsed by Changes in Group' and 'Report by Group Assigned under On-Hold Status' reports.

Technician in 'Time Elapsed by Changes in Technician' and 'Report by Technician Assigned under On-Hold Status' reports.

In addition, in the above reports, a new column called Executed By has been added and the To column has been removed.

April 06, 2020

Global Search for Users and Solutions

The Global search additionally offers a granular search for users and solutions.

The global search in the Setup page enables you to search users by name, site, department, email address, and other default and user-defined fields.

Under Solutions > Global Search, you can search through solution topics, keywords, title, content, user groups, last updated time, and more to find the required solutions.

Integration - Actionable Messages for Outlook

The Actionable Messages for Outlook integration now allows users to perform approval actions on help desk tickets (including Requests, Changes, Releases, Purchase Orders, and Solutions) from within their Outlook mailbox. Also, we have enhanced the actionable notifications to support the new Adaptive Card Format in Outlook.

Note: When you perform any action using the actionable notification, you will be required to do a one-time login verification in ServiceDesk Plus Cloud through Office 365 Single Sign-On.

Enhancements

Easily differentiate users in the CAB drop-down using their email addresses.

Behavior Changes

In the change details page, the CAB Approval button has been added to the top menu under the Actions drop-down. The button will be displayed for users with the CAB stage approval permission while the change is in the CAB stage.

Issues Fixed

Requests

If the technician's name contains a comma, the SLA Violation widget in the Helpdesk dashboard displays no data upon redirecting to the Request list view.

In the dashboard, clicking the number of unassigned requests opens either assigned requests or an empty request list view.

Breakage in redirecting from unassigned/open request count under to the request list view.

When users try to view requests awaiting approval from the mobile application, an error is thrown if the users do not have scope to view the request.

After adding a new worklog, line breaks in the description are not preserved in the Worklog list view.

When creating a request using a template configured with Request Life Cycle from the requester login, an error message is thrown.

While editing a Business rule, the Department criteria is not retained.

Users with SDAdmin and HelpdeskConfig roles can now add task dependency to request templates regardless of group scoping.

While hovering over a request, the preview displays HTML entities in the description of the request.

If no technician is configured in Notification Rules to notify when a cancel flag is raised, the notification is sent to all the technicians in the assigned group rather than just the ticket owner.

Changes

Improved the Change Approval Acknowledgment notification.

Projects

Technicians associated with a site can now view all users while adding members to a project.

Solutions

Inline images in a solution that is added from a request resolution get deleted when the images in the resolution are deleted.

While searching solutions in the ESM Home page, the solutions associated with multiple user groups are listed multiple times.

Assets

Comments entered using the mobile application while adding an asset by screening its barcode are not displayed in the asset state history.

Purchase

The purchase order gets stuck if a user edits the purchase order after receiving all items.

General

Issues in deleting survey questions.

April 01, 2020

( Pre-release : March 26, 2020)

Additional Field Enhancements

Introduced new additional field types such as checkbox, radio, decimal, currency, percentage, decision box, and auto-number in Requests, Assets, Workstations, and CMDB.

The following screenshot captures the new fields added to the request template.

The maximum additional field count for Requests and CMDB has been increased to 250 and 1500 respectively.

Form Enhancements

In Assets, Workstations, and CMDB, help text will be displayed for additional fields of types decimal, currency, percentage, web URL, email, and phone number to help users identify the field type easily.

Multi-Select and Pick List field types support bulk add, edit, and delete operations for the options.

In the CI type template, the new fields and available fields will be listed separately for easy access.

March 23, 2020

( Pre-release : March 09, 2020)

Assets

Enhancements

In all assets, the History tab will capture any changes made to the asset fields. Moreover, you can filter the logs based on time, fields, and operations.

Added Site as a column in tabular reports generated for the Software License module.

Added a new column (Is Server) in All Computers summary reports. This column allows you to filter the reports based on servers and workstations.

Behavior Changes

Under the workstation history, removed the Scan History tab and implemented a new tab called History that will capture field operations performed through the UI as well as the scan.

Issues Fixed

Assets

When a technician runs any Software License reports, the report will be generated only for the data in the technician's site.

March 17, 2020

Issues Fixed

Unable to log out of the application if single sign-on is used while SAML is configured.

Unable to edit service desk instances in the ESM Portal.

Unable to access the application when the default portal is deleted.

March 09, 2020

( Pre-release : February 27, 2020)

Enhancements

Projects

Import projects from CSV, XLS, and XLSX files under Setup >> Data Administration >> Import Data. You can import projects along with its members, milestones, tasks, work logs and comments added for the project, milestones, and tasks.

In the Project Gantt chart, you can double click a task to edit all its details.

Configure Project Requester and Department for projects. You can assign any user as the project requester regardless of whether the user has project roles or membership.

Attach files to project templates. When you copy a project or a project template into another project template, the attachments will also be copied.

Resource Management

Resource Management additionally provides a 'monthly' view of task allocation for all the available technicians.

Behavior Changes

While adding a new project, you can configure a user with project view permissions as the project owner.

In project roles, you can enable the 'Add Projects' permission while allowing the project member to view only associated projects.

Issues Fixed

Requests

Status change comments are not captured in the request history.

Unable to edit resources in the request details page if more than 10 resources are present in the associated service template.

Upon requester reply, a request's status does not change from Resolved to Reopen if the request uses a life cycle (RLC).

February 20, 2020

Enhancements

Requesters can now choose columns such as Request Type, Impact, Urgency, and Group to display in the request list view.

In change workflows, the Condition node supports change roles.

Issues Fixed

Requests

Personalized date format is not preserved for request conversations in the print preview.

When an on-hold request is closed, it is flagged for SLA violation even though it is not overdue.

Inexecution of form rules with the 'Not in any site' condition.

When a request's template is changed, the new Site-Group-Technician association is not validated.

Under Requester Details > Department in the right panel of the request details page, the search option is restricted by a character limit of 15. This issue has been fixed. Also, you can now search either by site or by department.

Problem life cycle allows admins to design a problem resolution process with built-in guidance for help desk technicians. Through a simple drag and drop process, the SDAdmin can create a visual process builder and define the resolution process. You can create, discuss, and rework the process drafts before publishing the life cycle.

Enhancements

In the problem list view page, besides default filters, you can add custom filters to display specific problems for technicians.

Under Admin >> General Settings >> Advanced Portal Settings, you can customize the problem ID settings including sequence generator and ID prefix.

Behavior Change

A maximum of only 100 assets can be associated with a problem.

February 07, 2020

Provisioning App Enhancements

The Provisioning App is now OAuth enabled. When you use the Provisioning App to manually import users, you will be required to authorize your account once. However, the Scheduled Task in Windows will continue to run using token-based authentication. For more information on the Provisioning App, visit the following link:

Behavior Changes in Provisioning App

Through the UI, you can add a maximum of 2000 users at once. User addition through Scheduled Sync is not limited to user count.

Be it through UI or Scheduled Sync, you can delete or disable a maximum of 100 users at once.

The email sent after a scheduled sync will contain a maximum of 1000 email addresses.

February 05, 2020

Issue Fixed

Requests

When a user-defined field is spot-edited in the request details page, non-English and special characters in the field value become garbled.

February 04, 2020

( Pre-release : January 22, 2020)

New Features

Service Request Editor

Assign users as service request editors. After a service request is created, the editor of the request can provide all the information necessary to process the request.

Request Cancellation

Technicians can cancel service and incident requests that need not be processed. Also, requesters can cancel their requests or raise cancellation flags based on the requester portal settings.

January 20, 2020

Issue Fixed

When the application is displayed in any non-English language, the Global search becomes inaccessible from within the request details page.

January 16, 2020

( Pre-release : January 02, 2020)

New feature

Video Embedding

You can now embed videos into the description boxes across the application. You can either upload a video from your local drive or embed a YouTube video. Use theicon in the editor's toolbar to add a video to the description.

Note: This feature is not applicable for the Problem module and certain email templates.

Solution Auto-Suggestion

ServiceDesk Plus Cloud brings in the auto-suggestion of solutions to improve your help desk performance. As users enter the subject in a request form, the top 10 relevant solutions will pop-up. If users find their requirements in the suggestions, they can simply withdraw the ticket creation process.Besides viewing the suggestions, technicians can copy the solution to the request's resolution in a click.

January 07, 2020

New feature

Changes

Change notifications now support a new variable called Associated Change Roles that allows you to send the notification to all users involved in a change request. This variable will be available in notifications under the following configurations:

Change Workflow

Change Stage and Status

Change request > Add/Edit Note

Enhancements

Changes

Notify change roles when a note is added to a change request. You can customize this notification under Change Notification Rules.

Specify the closure code and its description for a change request while closing the change.

In the print preview of change requests, conversations have been moved to the bottom for quick navigation of other important details about the change request.

Under Table Settings in the template view of change requests, you can customize the display of fields such as Scheduled Start, Scheduled End, Created Time, and Completed Time.

Announcements

In the requester portal, expired announcements will be distinguished by a status called Expired.

Behavior Change

Changes

In change requests, the Requests Caused by Change section has been moved from the Planning stage to the Associations tab under the Implementation stage.

Issues Fixed

Changes

Improved the error message displayed when a change workflow fails to save.

Assets

Site-based departments are not listed in the dynamic group criteria under Assets >> Groups.

Purchase Orders

The email sent to a purchase order (PO) owner or a vendor does not contain certain fields. The PO vendor's email does not contain user-defined fields. Besides the user-defined fields, the PO owner's email does not contain Requested By, Cost Center, and GL Code.

General

When an All Users change role is modified to be associated with only technicians, the requester who was earlier associated with the role is not removed from the template.

When a technician associated with a Technicians Only change role is changed as a requester, the technician is not disassociated from the role in the change template.

In request, change, and purchase order approvals, the primary action button has been improved.

Unable to add Zoho users to the organization while being logged in to ServiceDesk Plus Cloud through third-party IdPs, such as Azure.

During user import from Azure, unwanted characters in Mobile and Phone fields will be removed.

User import from Azure now allows a higher character limit on user fields.

December 20, 2019

Issue Fixed

Reports

Change work logs are not populated in reports generated by Zoho Analytics.

December 4, 2019

( Pre-release : November 26, 2019)

Projects in Scheduler

Technicians with project view scope can view the projects that are scheduled to end on a particular day in My Schedule view under Scheduler. The projects count will be displayed alongside the date in the Scheduler.

Clicking on the count will redirect the user to the my schedule inner details page listing the corresponding projects. From there, users can view the project details by clicking on them or can navigate to the project details page or reassign technicians if necessary.

Asset Enhancements

Manually configure network details such as IP Address, Mac Address for all IT assets in the Asset form.

Display IP and MAC addresses of IT assets in the corresponding list views & in reports. In an asset's details page, all IP addresses of the asset will be captured in the title.

A workstation's domain obtained from Desktop Central integration, network scan, or self-scan will also be displayed in the workstation details page. You can also manually update the domain of a workstation.

Generate tabular reports for State History of all assets.

Lookup Field, a new type of asset additional field, allows you to refer users, sites, or departments in Asset forms.

November 14, 2019

Issues Fixed

Requests

Under the Approvals tab of a request, 'Sent to' has been incorrectly translated in non-English languages.

Under Setup >> Automation > Custom Actions > Notifications for Requests, org roles configured to be notified are not displayed in the notification list view. The same issue occurs in Triggers and Request Life Cycles, where the notifications are used.

Under the Conversations tab of a request, the tooltip displayed for the Public/Private icon of notes is inappropriate.

Request additional fields with long names are wrapped poorly in the request details page.

A technician without the permission to assign requests could do so under Home >> Scheduler.

Assets

When a user rapidly switches between Workstations and Unaudited Workstations tabs under Assets, the application gets stuck in a loop. The issue occurs only in Edge and IE.

If a site's region is updated, it is not reflected in the assets added to the site.

General

In IE, the custom configuration saved under Roles >> [Any Role] >> Technician allowed to view is not rendered in the UI.

The minimum width of the sign-in page has been increased to ensure that all details are captured in non-English languages.

Improved the message displayed during the operation?a technician without the required permissions deletes users from a portal.

Behavior Changes

Changes

You can now configure Status Comment as a non-mandatory field in a change template.

New Features

Assign an owner for each contract, who will manage the contract throughout its life cycle. Only technicians can be contract owners.

Mark the parent-child relationship between contracts with the same vendor to track them easily and to deliberate the expiry of specific contracts.

Configure multi-level expiry notifications for users in contracts. You can configure a maximum of 10 notifications.

Besides technicians, contract expiry notifications can be sent to requesters and nonusers.

Contracts whose period is yet to begin are marked by a status called Yet to be Active.

The contract list view page now contains new filters-All Contracts and Yet to be Active Contracts. The contract list view page also displays additional columns such as Contract Owner and Contract Type.

IDs will be generated for contracts you create. Configure the prefix and the starting number for contract IDs under Admin >> Customization > Contract Management >> Configuration.

Contracts you delete will be stored in Trash for 30 days, after which they will be permanently removed.

The contract form is modified to accommodate the new features and to give an enhanced user experience.

The contract details page contains 5 tabs namely Details, Associated Assets, Renewals, Contract Relationship, and History on the left pane. Using these tabs, you can view the corresponding details of the contract.

Behavior Changes

IDs will be generated for contracts that are already added to the application.

Contracts that are already added to the application will have the owner associated. Technicians who created the contracts will become the owner of the corresponding contract.

General Enhancement

ServiceDesk Plus Cloud is now supported in an additional language, Vietnamese. To learn how to get your application running in Vietnamese, click here

API Change

Task_index, a read-only field in the responses of task GET and GET list APIs has been renamed to Index.

Projects

New Feature

Projects you delete will be moved to Trash and can be restored within 30 days from the day of deletion. You can restore a project with its complete details including the project members, milestones, tasks, work logs, request and change associations, comments, and history.

Enhancements

Under Milestones in projects and project templates, you can reorder milestones by using the Organize button.

Reorder project types under Setup >> Customization > Project Management >> Project Types. This order will be applied in the Project Type drop-down of any form across the application.

Reorder project statuses under Setup >> Customization > Project Management >> Project Status. This order will be applied in the Project Status drop-down of any form across the application.

Under Milestones inside a project, new bulk actions such as Pick up, Assign Owner, and Close have been added.

Tasks under Requests, Problems, Changes, Projects, and Releases now support additional bulk actions such as Pick up and Assign Owner.

Behavior Change

To assign a task to a milestone or the project, a user needs View Milestones/View Projects, Add Tasks, and Delete Tasks permissions.

The Delete button in the project details page is renamed as Delete Project and is now available under Actions.

October 23, 2019

Enhancements

Requests

In the request form, you can search sites and groups in the corresponding fields.

Issues Fixed

After you create the public portal, users in the organization will be immediately added to the application. Earlier, organization users had to sign in to the application to be added as users.

Users with invalid email addresses can no longer be imported from CSV files.

If numerous sites refer to the Business Rules of another (or parent) site, department names are not listed in any business rule condition of the parent site.

Under Changes, the calendar view is not rendered if more than 180 change requests are scheduled in a month.

The text alignment used in the message of scheduled reports is not preserved in the corresponding emails.

In line charts, the count of entities with the 'Not Assigned' field value remains zero across the dates.

October 16, 2019

( Pre-release : September 30, 2019)

Release Management

ServiceDesk Plus Cloud now supports Release Management in the IT help desk. Release management allows you to plan, build, test, and deploy releases to the production environment. A release can be defined as the process of delivering a set of authorized changes to IT services in a controlled environment. You can use release management to deploy hardware, software, documentation, processes, guidelines, policies, and other components to service operations.

You can initiate the release process for an authorized change request. Throughout its life cycle, the release process is closely associated with the change management process.

ServiceDesk Plus Cloud supports the following 9 stages that are essential to any release process:

Submission

Planning

Development

Testing

UAT

Deployment

Training

Review

Closure

Each stage in the release management is a milestone that involves a major deliverable in a release life cycle. Each stage contains statuses that indicate the progress of a release within the stage. Besides statuses, each stage has its planning and schedule, roles and approvals, and tasks and downtimes. To learn more, click here.

You can create a release request easily by using pre-configured templates. Associate workflows with release requests to define the direction of the flow of the release process. Using workflows, you can include statuses in each stage, set up approvals, allocate stagewise permissions to users, and configure notifications to be sent to stakeholders and other users.

The following screenshot captures a workflow configured for major releases:

UI Implementations

With the introduction of release management, a new module called Releases has been implemented in ServiceDesk Plus Cloud.

Release configurations have been introduced under the highlighted tabs in Setup and can be configured only by the SDAdmin.

Copy Change

Change History

You can now search through Change History for specific items. Narrow down your search by operations and fields.

You can filter the Change History by time and also sort it.

Change Dashboards

Time filter is now available for the Open Changes widget.

View workflow execution of pending change requests in the dashboard by using URL widgets.

Detailed view of a pie chart is now available for all Change widgets.

New widgets called Closed Changes by Closure Code and Open Changes by Workflow Status have been added.

Change Conversations

You can now forward and reply to emails and system notifications from within the change conversations page. Also, emails and system notifications are available as separate filters.

Setup

Under Automation >> Custom Actions, you can configure Request and Change notifications for organization roles in addition to users.

Under Users & Permissions >> Roles, permissions for system roles now include the following options for Changes: All in group & assigned to technician, Assigned to technician.

Field Updates through Change Workflow now includes more fields.

Default notification content for change stage statuses are now enhanced.

Change Closure Rules now include Checklist from Planning.

Change Closure Rules now include Associated tasks should be completed in all stages.

Attachments from Impact, Backout, Rollout, and Review will now be considered under Change Closure Rules.

Reports

Change custom reports now include the following columns: Impact Details, Rollout Plan, Backout Plan, CheckList, Next Review On, Review Description, and Close Description.

Behavior Changes

Downtime data is now moved from Implementation stage to Release stage.

You can now add your work logs under Tasks in each change stage. Work Logs as a separate tab is no more available under the Implementation stage.

The Downtime tab under Planning is now renamed as Schedule. This tab captures Release Schedule besides downtime.

The Change Approver role can no longer be deleted.

Change ID display format has been modified to CH-<numerical value> to ensure clear identification of the module during email parsing. Also, the change ID prefix configuration has been mandated.

Change Manager and Change Owner can now manage tasks of a closed change request.

Issues Fixed

The number of Pending Approvals includes change requests in the trash.

Unable to add a condition with Description fields to a change workflow.

When a technician associated with the Change Manager role is converted into a non-login requester, the user is nonetheless listed as the change manager in the associated change requests.

September 27, 2019

Enhancements

In change notifications, you can now include the associated requests by adding the $Associated Requests variable in the Message. Request IDs hyperlinked to the corresponding requests will be sent in the change notification.

In purchase orders, line breaks have been added to shipping and billing addresses to improve readability.

You can preview attachments and inline images in the application by clicking on the file. To download an attachment, hover over the attachment and click the Download icon displayed.

Issues Fixed

Unable to open change requests by using the URLs appended to change notifications.

September 20, 2019

Software Report Enhancements

You can now generate site-based summary reports for software metrics. To generate this report, create a new custom summary report and choose the module as Site based Software metrics.

In custom tabular software reports, the following advanced filters are now available:

Installations

Licensed Installations

Purchased

Installations Allowed

Allocated

Allocated to Downgrades

Purchased CAL

Compliance Type

Downgrade Licenses

Available for Allocation

Record Restrictions in Summary Report

Number of records in the main report is restricted to 50. For example, when the Workstation summary report is generated, it will generate the report for only 50 Workstations.

Number of records in sub report is restricted to 500. For example, when a Workstation summary report is generated, the Software or Hard Disk or Network Adapter rows count for each Workstation will be limited to 500.

September 18, 2019

( Pre-release : September 06, 2019)

Enhancements

Sites

Refer Settings: Site configurations can now refer to any other site, including copy and custom sites and default site settings. Earlier, site configurations could only refer to default site settings.

Technician Groups

Technician groups can be deleted when they are used in requests or other entities. After deletion, the technician group will be marked inactive, and you can activate it anytime. With this functionality, separate views have been implemented for active and inactive groups under Setup >> Users & Permissions >> Technician Groups.

Requesters

The following additional bulk actions are available in the requester list view page:

Enable Approval Permissions

Set Values for Additional Fields

Technicians

The following additional bulk actions are available in the technician list view page:

Enable Approval Permissions

Set Values for Additional Fields

Associate Login Roles

Associate Site/Group

Dissociate Site/Group

Projects

You can copy projects and project templates. In addition, you can copy a project into a project template.

Behavior Changes

Copy Default Settings allow you to copy the default site settings in other sites. Changes made to the default site settings after the initial copying will not be reflected in the copy sites anymore. This behavior was earlier reserved to just the Business Rules.

If a site is deleted when it is used in active requests or other entities, the site will be inactivated along with its associated configurations such as SLAs, Technician Groups, and Departments (Business Rules will be disabled). Earlier, a site's associations were deleted when the site was inactivated.

Under Setup >> Users & Permissions >> Technicians/Requesters, the bulk action Associate Project Roles can be used only for login-enabled users.

September 10, 2019

Enhancements

The application is now available in Korean. To display the application content in Korean, click Personalize from your Profile drop-down. Under Select Language, choose Korean.

Issues Fixed

After downgrading to the Standard edition, the user department couldn't be changed if the user had an asset association earlier.

The amount in a purchase order is not auto-populated if you navigated to the purchase order from the Work Log page.

Date/Time additional field values in human-readable format couldn't be imported. Both epoch and human-readable values can be imported now.

September 02, 2019

New Feature

ServiceDesk Plus Cloud on Zapier

ServiceDesk Plus Cloud is integrated with Zapier, a web-based service that automates repetitive processes between two different applications. Use Zapier to connect your ServiceDesk Plus Cloud with various external web applications. In just a few clicks and without any coding, you can create a Zap and build workflows between ServiceDesk Plus Cloud and any web applications.

Connections

Connections is a simple, secure authentication mechanism to connect your ServiceDesk Plus Cloud account with external applications. You can use Connections inside custom functions to invoke any third-party applications' REST APIs. You can set up Connections for in-built as well as custom applications. Connections is equipped with three modes of authentication, namely OAuth 2.0, OAuth 1.0, and basic authentication.

Assets

While associating a department with an asset, you can search departments by site.

Issues Fixed

Tasks

In Resource Management, the drag and drop functionality used for scheduling tasks is made smooth.

Requests

In the request details page, hidden resource information is not displayed upon clicking More.

An issue in sending notifications configured in request triggers has been fixed.

Changes

At times, configurations saved in a changing role are not populated while editing the changing role.

In the Edit Change Role form, saved configurations are not populated sometimes.

Projects

Users with 'Edit Project' permission couldn't add members to their projects.

Assets

AssetConfig and other custom roles with full permission to Assets couldn't delete 'unidentified' software.

Custom icons set for assets are not reflected in the My Assets widget of the self-service portal.

If workstations and servers are added from purchase orders by scanning barcodes and mapping them to Service Tag, the barcodes are not copied to the corresponding Service Tag fields of workstations/servers.

Barcode of an existing asset is deleted when the asset is imported to update other fields.

When a site-restricted technician clicks an asset, the asset details page is displayed, however with an inappropriate error message.

Purchase

Unable to add payment in a purchase order if the 'product' of any item added from the purchase order is modified.

August 14, 2019

New Features

Change Triggers

ServiceDesk Plus Cloud now brings you Change Triggers. Similar to Request Triggers, you can use Change Triggers to define conditions under which specific actions are performed on incoming change requests.

Using Change Triggers, you can notify a technician about a critical ticket, assign tasks to a technician even while a change request is getting created, write custom functions to execute complex actions, and trigger actions on third-party applications using web hooks.

Change Triggers can be applied when a change request is created, edited, or deleted. If the trigger is defined to execute whenever a change request is edited, you can configure whether the trigger must be executed only during the first edit of any change request, or each time the change request is edited.

Define triggers for changes under Setup >> Automation >> Triggers.

Here's a sample trigger with all four actions configured.

Enhancements

The following fields are now available in all editions:

Request Type

Impact

Impact Details

Urgency

You can now configure 'Date' custom filters in the request list view by using predefined values such as Today, Tomorrow, Yesterday, Last 7 Days, This Month, etc. In addition, you can use new operators such as between and not between to define the custom filter criteria.

July 31, 2019

( Pre-release : July 10, 2019 )

New Features

Requester Home Page Customization

ServiceDesk Plus Cloud now brings in the customization of your requesters' home page to include the necessary information and to give an enhanced end user experience. You can tailor various elements in the home page, including widgets, layout, and theme to meet your end user needs.

The requester home page features the following new components:

A robust Search option to allow end users to look for requests, solutions, request templates, and announcements in one go.

Distinct buttons to create service requests, incidents, and to view all solutions.

Requester's assets, and request and task summary available as widgets.

URL widgets to allow end users to access third-party services from with the application.

Theme customization to change the look and feel of the requester home page.

Portal Configurations

Configurations in the self-service portal settings have been regrouped to help distinguish between the self-service and technician portal settings and to accommodate the requester home page customizations. Thus, Self-Service Portal Settings is split into sections, namely Advanced Portal Settings and Requester Portal.

Requester Portal

Requester portal includes the complete configurations of the self-service portal (or requester portal), including settings and customizations, under two tabs namely, Requester Portal Settings and Requester Portal Customization.

Advanced Portal Settings

Advanced portal settings allows you to tailor your technicians' portal to perform a host of help desk activities. You can enable technicians to create and track requests easily, automate processes in incident management, and configure request approval and work log settings. In addition, you can customize settings related to changes, solutions, and more.

Issues Fixed

In the request list view, filters such as My Pending Requests Or Tasks, Requests Approved By Me, and Requests Rejected By Me are not working when the application is displayed in non-English languages.

If request work log is added from the Resolution tab while an organization has more than two instances configured with different time zones, Time Taken to Resolve in the work log is not calculated properly.

A technician receives group emails even after the technician is removed from the group.

In the notification pop-up window inside business rules, Select Technicians displayed under Notify has been modified to Select Users.

Unable to generate tabular reports for Software when certain columns are chosen.

Technicians couldn't edit or delete software installed in a workstation that's not associated with any site.

July 19, 2019

( Pre-release : June 10, 2019 )

Behavior Changes

General

The maximum attachment count per module item will be increased to 50
without individual size cap, but the total attachment size will be
limited to 50 MB.

July 02, 2019

( Pre-release : June 17, 2019 )

New Features

Virtual Hosts and Virtual Machines

Scanning Virtual Hosts

You can now scan VMware's ESX and ESXi and Hyper-V hosts and fetch the virtual machines (VMs) created in the hosts. Besides scanning, you can import and manually add virtual hosts and VMs. Scanning virtual hosts help you track the relationship between virtual hosts and the virtual machines created in them.

Besides displaying virtual hosts and VMs under workstations/servers, the application provides a separate view for them under Assets as shown below:

Virtual Host - Machine Relation

You can view the VMs created using a host under Virtual Machines in the host details page. Likewise, you can view the host of a VM under Asset Details in the VM details page. You can view the relationship in the workstation/server details page as well.

Worstation/Server Forms

Virtual hosts and VMs are essentially workstations/servers, but are considered as hosts and virtual machines. In the workstation/server form, you can specify the item to be a virtual host or a VM as shown below:

A callback function can be executed from external applications by triggering the unique URL generated for the callback function. Using callback functions, you can manipulate data within ServiceDesk Plus Cloud whenever an event occurs in an external application. You can also manipulate data in external applications using callback functions.

Enhancements

Assets

You can now associate assets and components with any site and not just the associated user's/department's site. However, you can still preserve the user's/department's site for the asset by enabling the Retain user's or department's site as Asset site option. This applies to both import and manual addition of assets and components. Note that the current site associations with assets/components will be preserved, but you can overwrite the associations after the enhancement is released.

When you change an asset's state or owner, you can add comments. The comments can be viewed under asset's State History.

Bulk associate users for all assets using the Assign Users option in the corresponding list view page.

The Modify Type option, now renamed as Modify Product, is available for all assets.

Reconcile and Print Preview options are available for all assets.

SNMP devices now have the Change Credentials option in the details page.

Under Model in the Add Workstation/Server form, both workstation and server models will be listed.

In the requester list view page, you can associate all assets with a requester and not just workstations.

Import assets, workstations, and components along with the product manufacturer.

You can now add and manage multiple monitors for a workstation.

June 28, 2019

New feature : Slack Integration

Enable your users to perform various service desk tasks, such as creating and tracking requests by using slash (/) commands. Users need to maintain only one interface, Slack, to collaborate and also manage help desk tasks.

Assets can be added to dynamic groups using additional criteria such as Asset Name, Location, and Barcode fields.

When all Component Software in a Software Suite is removed, the suite becomes Software.

In the software license list view and details page, the following information will be displayed:

Last Updated By

Last Updated Time

Created By

Created Time

Issues Fixed

In the requester login, the Reporting To field under My Details does not display the value configured.

In the software details page, the Category field displays only 10 options.

June 17, 2019

Issues Fixed

Users who are deleted from the ESM Directory are not getting deleted from the specific instances.

Users who are deleted from the Active Directory get deleted only from the ESM Directory and not from all instances.

If there is a non-login user in an instance and a new user (with a same email id as of the non-login user) is added from the ESM Directory, then a duplicate user gets created in the specific portal.

June 11, 2019

New features : On Behalf Of User

Option to create a request for another user by using the On Behalf Of User feature. Admin can make this feature available for requesters specifically for few templates by including On Behalf Of User field in the incident/service template.

The admin can also configure for which users the requesters can create On behalf of Requests by selecting either All Users, or Users in Same Site, or Users in Same Department under Setup >> General Settings >> Self-Service Portal.

Once enabled, requesters will be able to create requests for other users by filling in the On Behalf of User field in requests.

During request creation this field will be shown only for requesters. This field cannot be edited after request creation.

May 31, 2019

Enhancements

Changes

In the Change calendar view, upon hovering over the timeframe range bar of a change, you can view the stage, status, and approval status of the change.

Projects

In the Task Dependency page of a project, you can now edit the project, milestones, and tasks by double-clicking the corresponding entity's name bar.

Assets

Under Installations inside the software details page, you can display Location of workstations in the list view.

Reports

Custom reports of assets now include the associated purchase order information.

Behavior Change

Jira Integration

Basic authentication flow used in Jira integration with ServiceDesk Plus Cloud has been changed, with API token replacing the password.

Issues Fixed

Requests

The notification rule Notify Technician when a new reply is received from the requester triggers notifications upon technician's replies as well.

In the reply template, Request ID's custom delimiter is not updated.

Unable to access the request link in the Send for review notification.

In requester login, most used service templates are not ordered in the order of usage frequency.

Unable to add/edit a request in which the requester's Job Title has the maximum number of characters allowed, which is 150.

Changes

In change workflows, unable to overwrite and save status with empty Users to Notify/Roles to Notify field, even though the default configuration had empty Roles to Notify field.

Projects

Unable to import MS projects in which the Created field values are not available.

Assets

Under State History of an asset, technicians who reassigned the asset to users are not captured, instead the technician who initially moved the asset form In store to In use is displayed.

Unable to import workstations and assets that contain empty Lease Start and Lease End fields.

Custom images configured for product types are not displayed across the application.

Purchase

In purchase orders, Total Amount is calculated without rounding off the amounts of individual items.

General

Pending Approvals are not automatically refreshed.

Regardless of the language in which the application is displayed, Request Type, Urgency, and Impact will be available as report columns only in the Enterprise edition.

Asset and workstation fields will be available as report columns only in Professional and Enterprise editions.

April 24, 2019

( Pre-release : April 08, 2019 )

Zia Chatbot

Optimize your IT help desk management with Zia, the conversational AI-driven assistant from Zoho. Zia assists users in their ServiceDesk Plus Cloud tasks by performing preconfigured actions. For example, Zia can log a request, add a task, update a note, or approve requests. Zia can also answer direct questions and fetch information from the application's database. Users can interact with Zia through chat. Zia's ability to communicate by voice chat will help users multitask.

Under Setup >> Zia >> Zia Chatbot, you can enable and configure Zia for the web, mobile, and voice chats.

Web Chat

Open Ask Zia from the lower-right corner of the web app's screen and type the information you're looking for. Zia will process the information and provide recommendations from the available actions, either built-in or custom developed by admin. The conversation goes thus:

Mobile Chat

Open the mobile app and go to the IT Help Desk instance. Hit the Zia button displayed on the upper-right corner of the screen and type in a question or choose from the available actions as shown below:

You can switch to a voice call anytime using the Call button on the top right corner.

Voice Chat

Open the mobile app and go to the IT Help Desk instance. Call Zia by hitting the Mike displayed on the upper-right corner of the screen. Wait for Zia to say Hi, [your name] then ask a question or tell Zia to perform a task. Provide Zia with the necessary information to complete the task.

April 17, 2019

Workstations

Display the Manufacturer of workstations in the list view using the column chooser.

Search workstations by typing in the Mac Address in advanced search.

Sort workstations in the list view by Probe Name.

Issues Fixed

Technicians with quotation marks in their names couldn't add service and incident requests.

Preventive maintenance tasks are not saved for the given dates if the instance's time zone is set to the application server's time zone.

When a template of a request (service or incident request) is modified using a business rule, tasks in the new template are duplicated.

Inside the live chat window, the option to view recent requests added by any requester does not work correctly.

The All My Sites filter in the change calendar view does not work correctly when the user's site count is high.

When a user's approval action does not affect a change request, the user will be notified under Pending Approvals.

Under Reports >> New Custom Report, report type descriptions have been revamped.

In the workstation list view, Table search results are not retained when you open the details page of any workstation and press Back.

When a user approves a request for which the user has no view permission, the request's approval status is not changed. The issue occurs only if the After request gets approval action, start the timer and set request status is enabled in the self-service portal settings.

If a workstation is rescanned after changing its site, all site-based software licenses are deallocated from the workstation.

A workstation with empty or "-" value for Service Tag is renamed (by adding _old to the current name) and duplicated if new service tag is fetched during the rescan.

April 08, 2019

( Pre-release : Mar 22, 2019 )

Request Life Cycle

Configure a clear sequence of statuses for any incoming request so that the assigned technician is guided to the next possible transition(s) easily. The next possible transition for any request is displayed in the request details page.

Associate a life cycle to any number of templates. However, a template can be associated with only one life cycle.

The life cycle contains nodes (request statuses) and transitions. The transitions are paths that connect two statuses. The transition configurations are divided among three phases - Before, During, and After. Each transition phase can be configured with rules to check for criteria and trigger corresponding actions, such as update fields, execute custom actions, trigger webhooks, add tasks, or send notifications.

You can also mandate request fields during a status execution than when the request is being logged. Rules can be configured to abort the resolution of invalid requests as well.

The transitions can be restricted by login permissions. That is, only authorized technicians will be able to work on specific transitions.

Use a common transition to connect multiple statuses to one status without duplicating the transition configurations.

Sample life cycle for requesting a new laptop

Life cycle configurations

Mar 22, 2019

New Feature: User Delegation

Configure backup users to handle requests and approvals of users during their planned leave. Using this feature, you can reassign service and incident requests and configure backup approvers for service, incident, and change requests and purchase orders.

Under Admin >> Automation >> Delegation, enable the feature and configure the global settings. Users who mark leave after you enable the feature will be listed under Home >> Delegation. Here, you can delegate each user's task (request or approval) to another user or a user-level organization role and specify the stand-in period as well. Note that the global settings will be applied unless you configure the user-specific delegation.

Sample Configurations

Global Settings

User-specific Configuration

Issues Fixed

Unable to use the Date filter in custom reports that contain quotation marks in additional fields.

In the Technician form, long names of Group, Site, and Role are truncated in the respective selection boxes.

In the Assign Users dialog box opened from the workstation list view, requesters removed from the application after the probe scanning are also suggested.

Under Setup >> Probes and Discovery >> Network Scan, the scan failure message is sometimes not updated in the last scan summary of individual networks.

The volume-type software license allocated to multiple workstations is deallocated from all workstations when the site of the owner of any workstations is changed.

Enhancements

The Remote Control Settings dialog box that can be accessed from Actions of any workstation details page will have the Prompt user option selected by default.

Under Home >> Announcements, announcements will be sorted in the descending order of Scheduled Time.

A dashboard view of all the product types in the organization with their state count is displayed on selection of the classifications like "IT", "Non-IT", "Safety", "Security", etc

Favorites section added under Assets module. Set a maximum of 15 product types as Favorites.

Display Asset List in the Template View.

Setup

Add Product Classification to categorize product types under the Facility desk. Product Classification is available only for Facility desk.

Use representative icons to add Product Types.

Default product classification and product types now available for the Facility desk.

Export assets or components as a CSV/XLSX file from Setup-->Data Administration--> Export Data.

Behavior Changes

The List View page will now list Table view operations on the left and Add operations on the right.

Feb 20, 2019

Behavior Changes

In task notifications, the AssociatedID variable will be replaced with the Display Id of the associated entity.

Custom views under Changes contain variables, such as Today, Tomorrow, and the like for Date fields.

Address prefix (two hashtags) has been removed in purchase order details page, print preview, and notifications.

Issues Fixed

Unable to edit request-related custom reports that contain restricted fields after the downgrade from Enterprise to Professional edition.

VIP privilege of users is not preserved after syncing ServiceDesk Plus Cloud with Active Directory.

Under All My Groups in the request list view, all requests in the technician's group(s) are displayed even if that's beyond the technician's scope.

Requester's site will be assigned for the request in the following case: requester's site refers to the default site settings for Technician Group; requester logs a request by emailing a technician group; the technician group is configured with the default site settings.

Feb 9, 2019

New Feature: CMDB

CMDB is a centralized repository used to store Configuration Items (CIs) and their Relationships. CIs could be Assets, IT Services, Users, Support Groups, installed Software Applications, Documents, Business Services that are critical to your IT environment.

You can now change the template of a service request from the request edit page when none of the approvers has approved the request.

While attempting to change the template of an incident request, the user will need to choose whether to overwrite the existing values for all fields, or for only empty fields, and/or delete tasks from the previous template.

Form Rules Enhancements

The following new actions have been added; Show Resource, Hide Resource and Clear Field Value.

The following new fields have been added; Approval Status and Update Reason.

'Date/Time' field is included under the 'On Field Change' option.

'Logged In User' and Requester fields such as Department, Job Title and VIP User, added under the 'Form Rules' criteria.

Requester field added under the 'On Field Change' option and 'Enable/Disable' actions.

'Approvers' field added under the service Form Rules criteria and actions.

Behavior Changes

'Time' filters will be applied to the Custom filters created by users.

Henceforth, only SDAdmins will be able to add/update/delete public filters. Earlier, all technicians were able to update/delete the public filters.

Technicians, even if they have the ModifyResolution permission, cannot add/edit the Resolution of a 'Closed' request if they don't have the EditingClosedRequest permission.

Responded Time will be set if Resolution is updated from the Edit Form, as well.

The existing field values will be retained when the user changes the template in Preventive Maintenance Tasks.

Admins can choose the type of notification (Email or SMS or Push) for Requests under Setup » Notification Rules. Also, the SMS option is available for more request notification rules.

Task and Work Log icons has been replaced with the texts in the Requests list view header.

Jan 10, 2019

Zoho Analytics (previously, Zoho Reports) Integration Enhancements

Introducing New Modules

With Zoho Analytics integration, you can now generate reports under these new modules:

Changes

Projects

Solutions

Request Assessment

Archived Requests

User Defined Fields in Zoho Analytics

Additional fields in ServiceDesk Plus cloud can now be included as user defined fields in Zoho Analytics.

New Columns

New columns have been added to existing reports under various modules. Some of the key columns are as follows:

Request (Module)

Response Due By Time

FCR Marked

Created By - Email

ReOpen Count

OnHold Count

Tasks (Module)

Created By - Email

Owner Email

Worklog (Module)

Created By - Email

Upload Archived Request Data

You can now include archived request data as part of the data upload from ServiceDesk Plus cloud to Zoho Analytics. Choose when to start and stop the data upload. You can also clear the uploaded archived data or choose to re sync it.

Admin Data Take Over

SDAdmins can now take control of the database of a technician who has left the organization. Earlier the database will get locked up if a technician were to leave the organization.

Dec 28, 2018

Attachments containing the same name are preserved when an email is fetched inside ServiceDesk Plus Cloud.

EML files will be preserved as Attachments when an email is fetched. Earlier, the EML file was appended to Description.

Dec 18, 2018

Enhancement

Assets

Specify Number of Licenses when you receive software licenses through purchase orders. Earlier, the license count was determined automatically through License Key.

Requests

Under business rule conditions, Service Category is now available as criteria.

Issues Fixed

Requests

Color code of Priority is not displayed inside the request details page. It has been fixed.

The Merge option across Requests is inaccurately translated in Brazilian Portuguese. It has been fixed.

Assets

Expiry Date of imported assets is displayed incorrectly if the date provided does not match the Import Wizard format. Note: During import, values in unsupported formats are always ignored.

Additional fields are not displayed alphabetically in the new asset form and in the details page. It has been fixed.

You can now save the Workstation form without providing HardDisk - Capacity (in GB).

Product Type when edited between Workstation and Server under Admin >> Customization >> Asset Management >> Product is not reflected in all associated assets. It has been fixed.

System Log

System Log couldn't be exported under Setup >> Data Administration >> System Log. It has been fixed.

Nov 29, 2018

Problems

While adding a solution or a workaround to a problem, options in the Topic drop-down are sometimes hidden if you toggle between the two tabs (Solution and Workaround). It has been fixed.

Changes

When Scheduled Start of a change is set at 00:00 hours or 12 am on the first of any month, the Calendar displays a past date. It has been fixed.

Assets

The Software License form displays only the first hundred vendors in the Vendor list view page. It has been fixed to display all the vendors in the application.

Purchase

New site added for Billing or Shipping address from within a purchase order is not saved when the site's postal code contains spaces. It has been fixed.

Setup

You can now organize Service Request Business Rules under Automation >> Business Rules.

Resizing the notification template dialog box under Setup >> Automation >> Notification Rules was not possible. It has been fixed.

Reports

When a technician edits and saves a custom report that's created and scheduled by another technician, the report is deleted. It has been fixed.

Nov 22, 2018

Requests

For requests that are created through email, the Conversations tab will display the To and Cc fields.

Resources from now on will be referred as Assets and owner will be referred as User throughout the UI.

Major/minor version functionality is replaced with downgrade rights feature. Existing major/minor association is handled in migration as below.

If you had already grouped major/minor versions, both versions of the software will be shown in the scanned software list view.

If you have added software licenses for major/minor versions of a software, the software license will be associated with the major version of the software, and downgrade rights will be created for all the minor versions of that software.

E.g. Let's assume Adobe Photoshop 9.1 and Adobe Photoshop 9.0.1 are in the scanned software list view. And, you have grouped Adobe Photoshop 9.0.1 as minor version under Adobe Photoshop 9.1. If you have added a software license for Adobe Photoshop 9.1, after migration, the license will be mapped to Adobe Photoshop 9.1 with downgrade rights for Adobe Photoshop 9.0.1.

Reports

Behaviour changes

The number of entires in any report generated from the application is limited to 15000. If there are more than 15000 entires in your instance, use filters to adjust the count and generate the report.

Nov 01, 2018

Enhancement

You can now import and export requests with the Resolved Time. The system field Resolved Time is added under Data Administration » Import Data/Export Data » Requests.

During the request merge process from the list view, the earliest logged request is, by default, selected in the parent request selection window to ease the process. Also, the requests will always be sorted by their Ids in the parent request selection window.

New variables - Closure Code and Closure Comments are added in the request notification templates.

You can now click the pop-out icon to open the link provided in the Web URL additional field from within any details page.

Issues Fixed

Workstations are not saved when Warranty Expiry Date is specified without the workstation's Expiry Date. It has been fixed.

Inside a change workflow, Stage Status Notification is not saved if any role containing parenthesis in its name is added to Role to Notify. It has been fixed.

Value for the $LatestComment variable is displayed empty in the notification sent to the associated entity owners upon task completion. It has been fixed.

Users could not assign a technician to requests located by using the Global search button at the upper right corner. It has been fixed.

Users couldn't create and associate a Jira issue with a ServiceDesk Plus request from within the request details page. Empty issue form is displayed when the same is attempted. It has been fixed.

The request notification rule Acknowledge E-mail Cc users when a request is resolved is incorrectly translated into Spanish. It has been fixed.

The name of the field State in Assets is incorrectly translated into German. It has been fixed.

Oct 25, 2018

A static footer bar has been introduced in the screen of ServiceDesk Plus account with functionalities, such as Live Chat and Feedback organized for users' easy access.

Oct 5, 2018

Enhancement

Import Components along with user details, including department details, in all file formats.

Issues Fixed

Requests

Value for any Multi-Select field in a request is not saved if the field is mandated through template form rules.

Incorrect Job Title displayed in the request form when a duplicated requester name is selected. It has been fixed.

SDAdmin could not delete task dependencies inside the default incident template. It has been fixed.

When configuring a form rule action with Add or Remove Options for Item, the items are not listed in the drop-down if the sub-category count exceeds 100.

Assets

Software Version of scanned systems not displayed in the UI. It has been fixed.

The value for Speed in Switches is displayed as zero in the UI if the actual value exceeds the integer limit configured in the database.

Servers updated as workstations continue to be listed under Servers.

If the Model Name of workstations is not specified during import, existing names will be preserved and not changed to Unknown Workstation.

Warranty expiry notification for workstations is delayed by a day if Warranty Expiry Date is edited in the workstation details page. It has been fixed.

Notification is not triggered when a user is assigned an asset from the right panel in the asset details page. It has been fixed.

Reports

In CSV export of reports that hold summary, certain column values are shifted to the successive columns. It has been fixed.

Sep 21, 2018

When you add users to verified domains from the ESM directory or enable login access to existing users of verified domains in the application, they will be shared a one-time password via email, with which they must log in to the application and reset their passwords.

Sep 19, 2018

ESM Directory

Organization Admin associated with any role can now update URL for Organization Portal.

Configure specific time zones for each instance under ESM Directory or Instance Settings. The default setting is the organization time zone, which can now be modified.

SetUp

You can now have URLs without Top-Level Domain (without any domain extension) the Web URL additional field. The URL must contain HTTP, HTTPS, FTP, or SFTP protocol.

At times, surveys from users with multiple instance login are logged in the wrong instance. It has been fixed.

The Probe will use the Ping command to fetch the alive hosts list if NMap command fails.

Requests

When the selected language is Japanese, the name of the To field is translated incorrectly under request conversations. It has been fixed.

Problems

The Reported By field appears empty during Problem edit. It has been fixed.

Purchase Orders

The name of the Exchange Rate field is displayed incorrectly in purchase order payment forms when the vendor currency is different from the base currency. It has been fixed.

Sep 7, 2018

Non-admin users were unable to download the request attachments uploaded through API. This issue has been fixed.

The request form does not display Category values in IE browser if the applied form rule has the Add and Clear option enabled. This issue has been fixed.

Sep 5, 2018

Change module search being retained forever is fixed, by dropping the search when clicking on the Change module tab.

Removed "more/less" button shown in Service Request form when there is long list of resource questions in Resource Details.

Problem in creating request through requester login using the mobile browser is fixed.

Issue in Problem closure rule is fixed.

Support for Clickatell's latest API provided.

Solution attachments will be shown below the solution description in inline view of Solution from Solutions List View.

Aug 30, 2018

Enhancement

Probe and Provisioning Tool

Probe and provisioning tool will be automatically upgraded to .NET 4.5. Also they will work only on machines with .NET 4.5 or above. You can download and install the latest version of .NET 4.5 from here

Click here for more details regarding the end of support for older TLS versions.

Issues Fixed

Assets

Device type configured in asset details page will take the priority in determining the asset's OS during the probe scan.

Software installation/uninstallation is not displayed in workstation Scan History. It has been fixed.

Mark dependency between any two tasks within a project template between project template tasks and/or milestone template tasks.

Organization Default Instance

Org admin can now set a default instance for users to help them directly access the instance instead of selecting it in the portal page. (User's default instance will be prioritized over the default instance set by the Org admin.)

Issues Fixed

Requests

In service templates resources, options for the Select box and Check box questions can now be reordered.

Zero value can now be set for additional fields in service and incident templates.

Changes

Notifications of Close-Cancelled changes will be removed from Pending Approvals panel.

Workflows with intricate node connections are garbled in the latest version of the Edge browser. It has been fixed.

The Log Viewer inside a change workflow displays false user names for Performed By field. It has been fixed.

In change workflow Log Viewer, entry for a failed execution will be preserved instead of being replaced by the corresponding completed execution.

In the Calendar view, the Scheduled Start Time and Scheduled End Time fields have been renamed as Scheduled Start and Scheduled End, respectively.

In the Calendar view, Day mismatch occurs when the week is not set to begin from Sunday.

Push notification evoked on account of workflow failure will now be displayed with change ID.

Notifications configured in workflows are sent with empty content for HTML input fields. It has been fixed.

Projects

In the project form, Projected On field has been renamed as Projected End. This change will be effected across the product.

Milestone task organization in a project template is lost when the template is used to create a project. It has been fixed.

In project, milestone, and task details page, fields are organized to display the most relevant information.

Purchase

In the list view and print preview of purchase orders, Created Date is displayed as Ordered Date. It has been fixed.

Others

Under the organization details in the ESM directory, any valid website can now be saved.

Site and Department fields have been combined into a single, more effective field in the Requester form.

In reminders, irrelevant message is displayed upon choosing past days if the application is personalized to certain Date/Time formats. It has been fixed.

In the Pick List additional field, options couldn't be reordered. It has been fixed.

When webhooks are executed, the variable $Description is not replaced with content if the content has HTML tags. It has been fixed.

Text formatting and line spacing issues in notifications have been fixed.

Aug 10, 2018

New Feature

Requests Collaboration

New feature to track all request-related activities when two or more technicians work on the same request. Technicians will be notified on each others' activities through float notifications in the Request details page.

Issues Fixed

Attachments in public solutions are not visible to requesters. It has been fixed.

Workflow execution of a change stops if the change has enormous data and when an approval action is performed.

July 31, 2018

Service Catalog is now available as an add-on for Standard and Professional editions.

Closure rules configured in the Enterprise Edition are preserved even after the application is downgraded. This issue has been fixed.

When a business rule to be executed on service request creation is configured using custom functions, the service request creation is terminated. This issue has been fixed.

July 27, 2018

Solutions

Improve the quality of the how-tos, articles, workarounds, or resolutions published in the Solutions module, with more user interaction with the content. Users can now like or dislike the solutions, helping the team enhance the quality of the content that is published. In addition, users can comment on the article and link relevant articles or pages.

Schedule approval reminder notification (requests, changes, and purchase orders) to be sent when the approver fails to respond within a specified time. This notification will be sent over three consecutive days.

Allow your technicians to add comments for any status change in a request. You can also mandate the comment.

July 05, 2018

Line break issue in request's notes when copied and pasted from external editor is now fixed.

HTML content in the workaround of a problem's solution was displayed as HTML source in print view. It is now fixed.

Request duplication upon reply to a technician group'ws email address is now fixed.

Reports

The HTML export of a report will be saved in the report name.

June 19, 2018

Issue in displaying changes in the calendar view is fixed.

Issue in saving form rules without providing criteria is fixed.

June 14, 2018

Project additional fields were not shown in the add, edit and details page of projects for non admin users. This issue has been fixed.

June 7, 2018

Requests :

You can now execute Triggers and Business Rules with conditions based on request's Approval Status and Group.

Behaviour Change :

When a requester sends a request to a group email address that is duplicated for multiple groups in different sites, the request will be added only to the group present in the requester's site.

June 5, 2018

New Features : Integrations

Office 365 Calendar Integration :

This integration allows automatic sync of technician's leave records in ServiceDesk Plus and Office 365 Calendars. It also allows users to copy ServiceDesk Plus reminders to the Office 365 Calendar.

Jira :

This integration allows to create and link Jira issues to requests from within ServiceDesk Plus.

Microsoft Azure :

This integration acts as an additional authorization step to Azure AD Single Sign-On. It allows you to import users' department and site details in addition to the users' basic information from the Azure directory.

Outlook add-in :

The add-in lets technicians and end users perform a host of help desk activities from their mailbox.

May 30, 2018

Changes

Change notification sent without any text content was neither recorded in the change workflow nor listed in the Conversations. It is now fixed.

Unprivileged users were able to view change notifications created through custom actions, which is now fixed.

In a change stage status notification, users couldn't add and save more than one role at a time in the Roles to Notify field. It is now fixed.

Notification sent upon changing a change's status specify only the previous stage, status, and field values. It is now fixed to display the new stage and status along with field updates.

When you close or cancel the Close stage in a change, the progress indicator next to the stage turns from orange to green.

Closure rules will not be checked anymore when a user tries to cancel a change request.

In the change calendar view, you can now view the scheduled start and end time of a change upon hovering the change.

You can now view the change IDs of pending approvals on clicking the notifications.

In the change calendar view, you can now view changes IDs in addition to the titles on clicking a date.

"Loading" message will be displayed until a change is opened.

Assets

Upon enabling Notify technicians when the asset warranty is about to expire and/or Notify technicians when asset/license is about to expire in Asset Notification Rules, asset owners were also notified. It is now fixed.

An alert message will be displayed when non-SDAdmin users access the Provisioning Tool.

Third party library for SNMP devices is upgraded to SharpNet v1, v2, and v3 to support a wider range of devices.

OIDs of SNMP devices are no more duplicated in the Unknown OIDs list.

Reports

When the application is in Japanese, users couldn't generate custom reports of the Ring chart type. It is now fixed.

Upon editing and updating a scheduled report, the report schedules were deleted. It is now fixed.

Admin

In the ESM directory, you can now bulk edit user's Country.

Contracts

In the contracts list view page, Maintenance Cost of the contracts is now displayed up to two decimals.

Purchase

An empty alert message was displayed when users reconciled a resource (without actually selecting the resource) from within a purchase order. It is now fixed.

May 25, 2018

Encryption at Rest (EAR): You can now designate additional fields as encrypted at rest (in the database of ServiceDesk Plus servers). And just to clarify as usual, all traffic, including fields that are not encrypted at rest, continues to be securely transmitted and encrypted between ServiceDesk Plus servers and your browser.

New field types have been introduced in additional fields across all modules. You can set constraints such as minimum and maximum values to specific fields.

You can now mark out Email and Phone additional fields in Request, Requesters, and Technician modules as Personally Identifiable Information (PII).

May 15, 2018

Refresh alerts for product updates will now show up as a banner with a Refresh Link. Tap the Refresh Link to stay inline with the latest updates.

Admins can now configure Organization Roles in SLA Escalation.

Time Taken To Resolve field in Work-log will not be default to zero hours or minutes.

Admin can now configure Requester's reply template in the Request notification rules.

Only resources that have the questions answered will be displayed in a request details page.

Resources will be hidden if all the questions in the service request form are hidden using form rules

May 3, 2018

Unable to convert requester to technician if the requester has the Reporting To user assigned. It's has been fixed now.

Caching issue in user level organization role is fixed, where approval was being sent to the user even after he/she was disassociated from the role.

License validation for over used technician count is now corrected.

User details like full Name, mobile, phone and Email updated in accounts will now be synchronized with the application when user changes his/her primary email address.

April 24, 2018

New Feature: Privacy Settings

Configure how your user's confidential data must be securely used within your organization. Mark out Personally Identifiable Information (PII) explicitly so that it can be easily and effectively removed from the application when the user exits the organization.

April 6, 2018

April 5, 2018

Business rules will be executed on requests as users perform pickup or assign actions in the list view page.

Issue in assigning a technician to a problem if its notification content has $ variable. It has been fixed.

Description field in announcements and change roll-out plans has no minimum length now.

Time taken to resolve field is made mandatory in the work-log across all the modules

March 9, 2018

New Feature : Organization Roles

Configure new roles in an organization's different hierarchical levels namely - Organization, Region, Site, Department, Group and User levels. With organization roles configured, you can enable the role based approval process in service requests.

Announcements

Enhanced user interface with options to categorize the announcements into various types, add priority information, and attachments. Filters in the list view have been upgraded to All, Active, Scheduled, Expired Announcements.

Change Workflow: Capture the complete change life cycle, along with its stages, statuses, conditions, notifications, approvals and field updates in a workflow by using a graphical builder.https://help.sdpondemand.com/change-workflows

Stage and Status: Six stages of the change life cycle now includes submission, planning, CAB evaluation, implementation, review, and close. Each stage has its own status list. Under each status, configure roles to whom the notification should be sent when a change comes to that status.https://help.sdpondemand.com/change-management-customize$stage_status

Option to view the entire life cycle of a change, along with the complete execution path of the workflow through the Workflow Execution graph.

Option to add closure code, downtime, reason for change, and risk involved in a change.

Stage-wise Closure rules support

Custom Views and Trash Support added for Changes.

Support added for requester to view/edit/approve Changes.

Customizable Change ID and module prefix support are added for the Change module. This can be configured in the Self Service Portal settings.

Migration

With the release of the change template feature, all current change requests in the application will be automatically migrated and assigned with the default template (General Template), along with the additional fields.

With the introduction of change stages into change life cycle, we have consolidated change stages and statuses. Change statuses are now stage-specific and each stage is configured a few statuses to which you can add more. SDAdmin(s) can start migrating the current statuses under specific stages.https://help.sdpondemand.com/change-management-migration

Behavioral Changes

Site restrictions applied for Change module

SDChangeManager who can Approve/Reject in the Right Hand Side of the change details page can do the same action now under the CAB Evaluation stage as Approved/Rejected

February 06, 2018

Requests

Requester name was not assigned properly when created a request using the Quick Request link

The requester's refer site was not assigned when created request through mail fetching that was sent to the group email ID

Issue where the technician without the Assign Technician permission was able to assign the technician in mobile application

January 23, 2018

Assets :

Option to scan the standalone workstations that are not part of the network using the script / selfscan.exe and update scan details onto the ServiceDesk Plus Cloud.http://help.sdpondemand.com/self-scan

Unknown OID

Option to configure the product type and model for the Unknown OIDs of SNMP devices fetched during scan.

Option to enable/disable software scan in Mac/Linux machines during Network/ Domain scans. Software scans will not be performed by default from nowonwards.

Others

User need not be a Super Admin in Google Apps to import users

Issue while adding devices to exclude from Network / Domain scan is now fixed

January 4, 2018

Business Rules

Business rules now comes with enhanced functions and a new user interface. Users can use business rules on requests that are deleted and also to abort any process execution.

Users can now configure Field Update and Notification as custom actions right from the Business Rules Configuration page. The Notification action configured here will be automatically populated under the Custom Actions feature.

Triggers are automated workflows that occur when certain conditions of an incoming request are met. Triggers are essentially post database operations and can be used extensively to configure actions independent of requests as well.

Users can now configure Tasks, Notification and Webhooks as custom actions right from the Triggers Configuration page. All the custom actions configured here will be automatically populated under the Custom Actions feature.

The changes in the default settings business rule configuration will no longer be linked to the configurations in the copy sites once created.

Password Policy

The default password of the users for the verified domain has been changed.

Requests

The Default Settings in the Site filter drop down of Business Rules was not available to the SDAdmin role which is now fixed.

December 8, 2017

Reports

New Folders

Reports on All Archived Requests

Reports on Archived Incident Request

Reports on Archived Service Requests

Reports on Request Assessment

New Reports

Reports By Request Approver under Reports by All Requests

Reports on Change Approver and Approval Status under Report by All Changes

Projects by Associated Requests under Report on Projects

Columns added in the New Custom Report

Estimated Effort under Tasks

Request Mode under Request Metrics

Request Group and Request Site under Survey

Under Requests

Resolved by

Requester Email

Technician Email

Closing Comments

Linked Request ID

Linked Request Title

Enhancements

Pie graphs display the values with their legends across the module.

User defined Additional columns are displayed under Request Metrics in new custom report.

Newly added or modified reports are listed under System Log of Data Administration.

The options, This year and Last year are appended to the Date Filter in a new custom
report.

A scheduled report has date and time appended to its subject.

November 15, 2017

ESM

When a user is associated to multiple instances of the ESM portal, access to the Dashboard is denied is fixed

Requests:

A resolved request upon editing is not closed automatically is now fixed

Onhold time of a request is also accounted into the Time Elapsed calculation, is fixed

October 31, 2017

We have now introduced Enterprise Service Management, a functionality that lets you create and deploy service desk instances for your non-IT business functions-like HR, facilities in addition to the IT Help Desk.

With Enterprise Service Management you can,

Create separate instances of ServiceDesk Plus for each of the business functions.

Implement workflows and automations for each business function

Requesters and Technicians can view all the available instances through a common Portal.

Mark any of the instances as the default ServiceDesk Plus instance, so users can access their help desk easily.

Along with ESM, we have come up with UI changes, behavioral changes, and rearrangements of the configuration as mentioned below,

The following configurations (which were previously available under the "Set up section") have been moved to the ESM directory.

Organization details

Organization-wide user management

Domain verification

Domain mapping

SAML authentication

Active Directory setup

New service desk instances can be created and deployed in the "Service desk instances" section of the ESM directory.

The "Users" section can be used to manage user access to the different service desk instances.

The "Admin" tab in each instance allows specific service desk configurations and setup.

August 28, 2017

Form Rules :

Form Rules for Incidents & Service Requests with the form fields prefilled with the required values based on the conditions before creation. With the form rules , we can Mandate or Show or Hide fields, can Add or Remove options to a field , can Set value to fields etc., in the Incidents or Service Requests form. This is applicable for the user additional fields too.

Option to restrict a template to specific groups to make sure that only technicians of the associated groups can view that particular template.

July 20, 2017

Right to Left support :

Compose, display, and edit text in right-to-left languages such as Arabic and Hebrew.
ServiceDesk Plus (Cloud) now extends full support for RTL layouts, including layout mirroring.
'Right to Left/Left to Right' text directional option will be available in all the text editors across the
product for all the supported languages.

The ServiceDesk Plus Office 365 Connector sends activity notifications to the user's Office 365
inbox. These ServiceDesk Plus notifications are sent as actionable messages that users can
complete from within Office 365, without having to switch over to ServiceDesk Plus.

July 05, 2017

The search results can be displayed as a grid or in a template. The default setting is the template view, which can be modified under Table Settings

Sort by Relevance in search result is now added

Table settings would now be saved as modified that includes the Search in Filter

Date Filter has been removed, the search result is always for the All Data.

The column chooser and the sort by preference in the Requests list view and that in the search result list view are independent

June 19, 2017

Enhanced Search for Requests :

The newly enhanced Global Search feature for Requests enables users to find information easily. Users can search by fields, dates, and even by terms. Negate search allows you to refine your search by including or excluding conditions. Advanced options include phrases, wildcard, and fuzzy search.

To know more about the search functionality, refer to this help guide.

Performance Enhancements :

Issue while receiving large number of consumables from Purchase Order

Issue where the Asset Expiry notification was sent even after the expiry date of the Asset

Issue in mail sending with large number of email-CC users

Issue in fetching Dashboard data

Others :

Spacing issue in Editor in Thai language is fixed

Issue where the inline image in the template gets deleted when its requests was deleted is fixed.

Issue where the configuration value that had single quote was not synchronized in Zoho Reports is fixed.

May 16, 2017

Asset Cost Page enhancement :

Enhanced cost details page for each asset, which is summarized as Purchase Cost,
Operational Cost, Current Book Value and Total cost of ownership.
The Total Cost of Ownership indicates the total sum of all the costs spent on purchasing the
asset, asset's operation and disposing it. It also includes the component cost. Service cost,
Move/Change cost and others costs will be added as Operational cost. For more details,
refer our online admin guide.

The categorized Asset costs like Purchase Cost, Operational Cost etc.,are now available as
columns in List View and Reports.

Purchase Cost given in add Asset page will automatically be associated with the chosen
Vendor for that Product, if the Product cost is not associated to its Vendor.

Purchase Cost field will automatically be populated with the Vendor's cost for that Product,
when a Product and its Vendor is chosen in Add Asset page

Last visited Assets List view will henceforth be remembered. For example, when a user
switches tab from Workstations list view to other tabs and revisits the Assets tab, the last visited
Workstations list view will be displayed.

During Asset import, the Product type of an already existing product will be checked. If the
Product Type is different in the record to be imported, then that record's import will fail.?

Issue where the due by time was shown wrongly in the Request details page for
closed requests is now fixed. ?

Reports :

New columns like Software name, Software Type, Compliance Type and Software
Manufacturer are now added in the filter criteria of Workstation Reports. Reports can now be
generated to get a list of all Workstations with a particular Software installed and Workstations
with that particular software not installed.

Issue in displaying Request metrics data, Average Response Time, Time taken for First
Response, Requester and Technician Reply count in canned Reports has been fixed.?

April 26, 2017

For the first time, you can customize your dashboards page by adding new dashboards and
widgets. You can organize a dashboard by rearranging and resizing the widgets. You can add
widgets across modules such as Helpdesk, Assets, Projects, Problems, Change, etc., under a
new dashboard. You can also add URL widgets to the dashboard with links to your
organization's intranet page or resource page. You can group widgets to accommodate more
widgets in a single dashboard. With the Private and Public dashboard options, you can control
who views your custom dashboards/widgets. To know more about dashboard customization,
refer to this help guide.

Editor :

Multiple files and screenshots attachment support in the feedback tool.

Copy and Paste issue from the MS tables to the editor is fixed now.

Extra space that appeared for mails that were sent from outlook or when the contents were pasted from the MS word is fixed now.

Strike option getting disappeared in the editor after multiple save is fixed now.

Reports :

Edit option for the public reports by all technicians will work now.

Russian fonts not getting displayed in PDF reports is fixed now.

Japanese characters getting garbled under reports is fixed now.

April 4, 2017

Module Configuration :

We have introduced new default roles in-addition to the existing roles. These roles when assigned will enable the technicians to perform configurations seamlessly. The roles are HelpdeskConfig, AssetConfig, AnnouncementConfig, ContractConfig, and PurchaseConfig. Please refer to the help guide to know more about the privileges of each role.

March 2, 2017

Searchable drop down list for Site, Department & User, Product Name or Model in Asset and Workstation has now been provided.

Performing search in Asset Global Search and followed by the Edit action will now be taken to the respective resource page.

Asset count will now be shown individually in Asset Dashboard, IT & Non IT Assets.

Probe scan will now work in Windows 10.

Probe was not taking the job, if the job status is shown as Job Delivery failed. This is fixed

Issue where a pick list type Project additional field failed to show the values is now fixed.

Issue in displaying the default font size in the Editor is now fixed.

Issue in importing Workstation(s) is now fixed.

February 16, 2017

Sorting issue in displaying data in Groups, SubCategory, Item is now fixed.

February 8, 2017

Probes and Discovery:

A new option called 'Credential Library' has been added to 'Probes and Discovery'. Technicians can now configure new scan credentials, edit them in a single place and this will be mapped to the associated networks and assets. Credentials previously configured will be migrated automatically to the Credential library. Please refer this help document for further information on this feature and the migration process.

Assets:

Asset Import will now support both singular and plural names of default product types entered. For example, If 'workstation' or 'workstations' is entered, it will be considered as workstation

Scan can now be performed for class B network. i.e., if 192.168.1.1 to 192.168.10.255 is given for scanning, then the 10 networks will be scanned as 192.168.1.1 to 254, 192.168.2.1 to 254, etc.,

We have added the following columns in Reports / List View (s) :

Resource reports : Warranty Expiry, Part no

Workstation Reports : Resource tag, Part no, Last Logged in User, Last Scan Time, Last Success Scan time, Last Scan Status

January 19, 2017

Tasks could not be closed in cases where the estimated effort was enabled in the task closure rule and its value was set to '0'.

Task dependencies will henceforth be captured in the module's history.

Issue where the tasks were reopened on edit when the Task closure fields were violated, is now fixed.

Bulk closure of Tasks will henceforth work based on its dependencies.

Requests :

The description from the request template did not get copied when a request was created via API.

Issue where editing notes removed all the styles applied to it, is now fixed.

January 9, 2017

Track a technician's effort with the Work Log Timer: Technicians working on a request can activate
the timer to track the time spent on each request. Different timer icons represent if the current
technician, some other technician, or no technician is working on the ticket. For the Work Log Timer
icon to appear in the list view, select it in the Column Chooser under Table Settings.

Identify incident and service requests easily: Incident and service requests are now
available on the Request List View with representative icons.

View requester mails in queue: The number of requester mails awaiting the technician's response on a
request is now displayed in the notification area.

Be warned of an approaching SLA: A yellow flag next to the due by time appears when 70% of the
total SLA time for completion is exhausted.

Get all task-related information at a glance: All tasks under a request are displayed in the
list view. A mouse over on the tasks displays details such as the total pending tasks,
completed tasks, and assigned tasks. For the Tasks icon to appear in the list view, select it in
the Column Chooser under Table Settings.

Monitor SLA timelines: The list view displays useful SLA timeline information such as time
left until SLA breach and time elapsed since SLA breach. The Due by column has now been
renamed as Due by Date. For the SLA information to appear in the List View, select the Due by field in the Column Chooser under Table Settings.

Allow requesters to view all requests: Configure admin settings to allow requesters the
option to view all requests.

Access merged and archived requests easily: Requesters and technicians can now search
through merged and archived requests by preceeding the request ID with a hash tag (#). Note
that this facility is available only on requests merged after this release.

Serve your requester better: The Last updated time will also be updated for the latest assigned
time of requests and the time of last reply to a request by a technician/requester.

Make ticket conversations and notes public or private: Technicians now have the option to
mark the replies and forwarded mails as public or private. The technician can selectively
expose some replies or forwarded mails to the requester by toggling the Lock icon. A check
box on the reply and forward form allows the technician to mark the mails as private or
public. System notification mails to the technician, such as request assignments, escalations,
and group notifications, are by default set to private and are hard-coded. And, Email-cc users
mails are public and hard-coded. Settings that are hard-coded cannot be changed.
A clickable lock icon is now available to modify the privacy settings for the notes attached to
the requests.

Hide or show approval information to requester: The Self-Service Portal now provides you
an option to hide incident approvals to the requester. The approval information is hidden by
default. The technician can modify the settings in the Self-Service Portal to allow the
requester to view all approval-related information. For service requests, this approval visibility option
can be enabled in the service request template.

Asset state change: It was not possible to change the state of assets whose owner details have been
modified through import. This is now fixed.?

Bulk allocate software licenses in a site: Bulk allocating software licenses associated to a site was not
possible. This has been fixed.

Timezone : Difference in Timezones between your system and the help desk if any will now be displayed at the top right corner.

November 5, 2016

Home

The issue where the user was unable to edit and set "Mark as completed" for a reminder after the reminder time/ date had elapsed has now been fixed.

Request:

The issue where the print option was not working as expected for printing Incident/ Service requests due to misaligned html tags has now been fixed.

When requests were merged, the links present in the conversations of the parent requests were hidden/disabled in the client. These links have now been enabled.

Approval notifications will no longer be shown on clicking the notifications icon in the header for closed requests.

Approval details were not being shown completely due to misaligned html tags. This issue has been fixed.

Merging closed tickets will retain the parent request in the closed status.

During request creation through requester login, Site/Group/Technician check not happening has been fixed.

Selecting the option "Alert Technician by Email when a request is assigned" will not send notification to the technician logged in if he is the owner of the request.

Issue in calculating the executed time in work logs has been fixed.

Admin:

The help card in Import Data page under Data Administration in Setup had a broken link. The correct link has been updated now.

The issue where creating a user group with more users was not possible which has now been fixed.

The number of characters that can be entered in the subject field of the 'Send for Approval' Email has been increased.

Provision to enable/disable notification mail for "Disable new request creation through Email" has been provided in Notification Rules --> Request.

Projects:

MS Projects were not getting imported when tried from within the Projects Module for all languages except English. This issue has been fixed.

Contracts:

The number of characters that can be entered in the contract name has now been increased.

Purchase:

Ability to associate an already existing Product to the selected Vendor using "New Product" option in New Purchase Order has been enabled.

Reports:

For Task reports, Request IDs will now be shown in short instead of the usual long values.

October 14, 2016

'Insert' as well as 'Copy-Paste' options have been enabled in the reply/forward editor.

'Insert Table' and 'Insert Horizontal Ruler' options have been enabled in all editors.

Request print command was not functioning properly in Internet Explorer. This issue has been addressed.

In Reply Templates, edit icon was not working in Firefox browser and saved contents were not displayed in Internet Explorer. These issues have been fixed.

October 7, 2016

Issue where the work logs were getting added to our database but were not getting displayed has been fixed.

October 6, 2016

The count of records in the list views can now be fetched only when needed by clicking on the button on the list view. This change enhances the performance of all the list views.

Copy-paste from clipboard and direct paste of base64 type images has now been enabled in the new editor.

You can now drag and drop images/ files into the text editor where these will get added as attachments (if the said editor supports attachments).

Assets were not being displayed under the 'Server' list view when imported in the form of csv files. This issue has been fixed.

While scanning assets, when the scan failed in the first attempt, assets were added as 'Unknown Workstations'. If the scan was successful in the next attempt and if the asset type was categorized as 'Server', it got wrongly listed under 'Workstations'. This issue has been addressed.

In the 'Edit Product' form within Asset Management, the desktop/ laptop options in the field 'Product Type' were not working properly. This has been fixed.

Additional fields were not getting imported while performing software license import. This issue has been fixed.

Admin was unable to create work logs for requests when not associated to the request's site. This issue has been fixed.

In software license import, entering the license key was mandatory and leaving it empty resulted in rows not getting imported. This issue has now been fixed by making the license key field optional.

Issue in SLA due by time settings due to time zone mismatch has been addressed.

September 15, 2016

Projects

You can now create new Project Templates and use them while creating new
Projects.

Ability to add new Additional Fields in Projects module has been introduced.

You can now import your Projects from Microsoft Projects (.mpp format).

In the Gantt Chart view of Projects, you can now choose multiple Projects and Milestones in filters.

Time sheets have been enhanced within Projects and within Milestones of Projects. In addition to viewing the cumulative work log of technicians, you can also view the task wise split up of the same.

A new field Project Id has been introduced in the Requests list view column chooser

Reports:

Several Tabular as well as Query reports have been made available for the
Projects module by default.

New columns like 'actual hours', 'actual cost' etc. have been added in Custom
reports for Projects.

Tasks:

The User Interface for the Dependency Mapping feature has been enhanced for tasks
within Requests, Problems, Changes and Milestones of Projects module.

September 7, 2016

The 'Close Request' and 'Survey' links prompted a login popup and displayed error messages previously which is now fixed.

August 23, 2016

The issue in "Converting a Chat as Request" where the conversation was created without a description has been fixed.

The calendar for Changes module was not rendered properly in IE & Chrome when the zoom resolution was set to 150%. This issue has been addressed.

July 30, 2016

Request Assessment

Want to know why a request took too long to get resolved? We have introduced the new Request Assessment feature that lets you view the specific details in the form of a graphical as well as textual representation. More details can be seen here.

Note: The feature is applicable only on requests created after this release.

Reports

New reports based on the request assessment

Average Response and Resolution Time based reports

Reports on Request Metrics based on groups, technicians and more

FCR

Ability to mark a response as First Call Resolution (FCR) has been introduced. Click here for more

Requests

The 'Time Spent' and 'Time Elapsed' fields have been interchanged to present the precise meanings. Below is a brief explanation

Time Elapsed

Time elapsed is the time for which a request was effectively open. It is the time between the time of creation and completion of a request, excluding the non-operational hours and on-hold time.

Usage

Request details of closed requests

Time Elapsed Analysis tab in request details

Canned and custom reports

Time Spent

Time spent represents the effort put in by the technicians working on a request. It is determined by the work logs added by all the technicians who have worked on the request.

Usage

Work logs added by technicians

Canned and custom reports

Admin

Importing user information from Azure and Google Apps has been enhanced

Option to disable a probe scheduler has been made more prominent

Asset

Asset additional fields can be viewed in the workstation list view

July 1, 2016

Business Rule(s) for Service Request :

Business Rule is now available for Service Requests as well. It will work in the same way as Business Rule for Incidents. It will be a site based setting and follow the same principle as that of Incident. There are separate lists of Business Rule for Service Request and Incident Requests.

Copy Template :

Copy Template option has been introduced in Service List as well as Incident List views. Templates can be copied from Service list to Incident list and vice versa. Also, edit template option has been added inside the Action tab.

The copy limit is presently set at 5. Copying a template will add "_1" to" _4" as suffix in name. Default names will be taken from the template to be copied, with "Copy_" as prefix.
When copied from Service to Incident workflow , resource(s) will be discarded.

Search Service Template :

Option to search service template names has been introduced in Service Category list view. When clicked on a template, it will open its Edit form directly.

Preventive Maintenance Task :

You can now attach files while creating or editing a PMT. Also, you can conveniently add resolutions while doing the same by accessing the newly introduced Resolution field. Resolution will be copied if it is added in the Incident Templates.

Requests :

'Requests Created Today' option has been added in the Filter view.

You can now search and add assets using columns like, "Resource Tag", "Location" and "Serial Number" while creating or editing a request.

During bulk edit of requests, the pick list values get set to none despite choosing the option 'Select' in order to leave it as it is. This has been fixed.

Issue in auto task creation by parsing email using E-Mail Commands set with template name has been resolved.

Problem :

Issue in not being able to change/set Table Settings in the Incident View while attaching incidents to a Problem has been fixed.

Change :

Requester Name not being displayed in the Edit form of Change Module [though the requester name is retained internally] has been fixed.

Asset :

Option to create Incident/Service Request from any workstation/asset/component has been introduced. It is available under the Actions menu of the Asset details page.

Performance Enhancement: You can now Search for assets while adding or editing a change, problem or asset in the corresponding modules. This will also reduce the page loading time.

Reports :

Request and Time Spent reports will now consist of the following details as well :

Location and Probe columns will now be available in the column chooser in Workstation list view.

General :

Technicians were able to view tasks in Task list but were unable to view the Task Details when a task was assigned to their group. This issue has been fixed.

Minor errors in translation to Russian have been fixed.

Html text with the hyperlink in Announcements details was previously unresponsive. This has now been fixed.

Apr 19, 2016

Business rules can be configured based on the status of requests.

Audit logs for the "delete" action in the problems and the changes modules will be recorded in
the system log.

New formats for setting dates are available.

Departments created for referred sites will be listed in the criteria selection for both business
rules and SLAs under the default site.

The title panel displaying the project name, milestones, and tasks can be expanded to view the
full text under the Gantt chart view in the projects module.

Junk notification filter and spam filter updates will be recorded in the system log.

Notifications were not sent when technicians were assigned using business rules. This issue has
been fixed.

Notifications were not sent when the request status was changed to "resolved/closed" using
business rules. This issue has been fixed.

In business rules, criteria that were separated by commas did not get applied correctly. This
issue has been fixed.

Pick list values set to "0" were incorrectly getting displayed as "not assigned". This issue has
been fixed.

The issue with setting the "cost center" value as "none" in purchase management default values
is fixed.

Apr 12, 2016

A new SMS Gateway feature to send/receive SMS, in addition to the existing Mobile Service Provider feature, has been introduced. Users can choose from two independent vendors: Clickatell and Screen Magic to avail the service.

The reply message disappears when a user tries to hide an expanded message in Requests. This issue has been addressed.

In Requests, the "due by date" field could not be set when updating a site with custom settings for holidays. This issue has been fixed.

The owner receives the "project assigned" notification for every update on the project. This issue has been fixed.

The project description field does not get displayed correctly in the notification email. This has now been fixed.

Mar 21, 2016

Web client enhancement where images, styles, and javascripts will be served from the static server.

The issue with viewing the change associated with an asset has been fixed.

The issue with the user interface where the Project Manager role was able to select all the projects, has been fixed.

The issue with editing request notes has been resolved.

In Solutions, adding a new topic was not possible when there were no existing topics. This issue has been addressed.

The request approval mail will now be sent with the assigned group's email address.

Feb 15, 2016

SLA

SLA Configuration for the Due-by-time calculation and
escalation(s) can be set to include or exclude organizational
holidays and weekends.

SLAs can be configured with the Group-based criterion.

SLAs can be configured to perform action-based escalations with
parameters including priority, group, level, and technician.

Solution

Users will be allowed to view only those topics for which they
have access permissions.

Requests

The option to print the description alone in requests is
available.

Requesters can be allowed to choose tasks while creating a
request and also to view the request tasks based on
configurations set in the request template.

Replies from the technician or users in CC in the email sent for
request creation will be automatically merged with the request as
conversations.

The approval status is included in the print view of requests.

The issue where the asset data gets removed when the request
fields are updated using the email command, is fixed.

The issue where the remote control option does not appear for
requesters if the logged-in technician does not have Editing
Requester permission, is fixed.

Request, Problems, and Changes

The notes section includes the rich text format.

While creating a new problem or change from a request, the
requester's name gets auto-populated.

Survey

Survey emails are customizable with dynamic variables of request,
similar to those in notification templates.

SetUp

The Import Data option under the Data Administration tab now
supports files in the "xls" and "xlsx" formats also.

The Export Data option under Data Administration also supports
files in the "xlsx" format.

Contract

Files in csv, xls, and xlsx formats can be imported.

Files in csv and xlsx formats can be exported.

Maintenance Cost is available as an item in the Contract list
view.

Jan 11, 2016

A feedback tool that captures screenshots within ServiceDesk Plus On-Demand and sends them directly to ManageEngine support

Option to attach files from the following cloud services

Zoho Docs

Google Drive

OneDrive

Dropbox

Box

Evernote

There is also an option to rearrange the order of cloud services and to enable or disable a particular cloud service

Archived requests will have the default filter set to 'This Year' data

The issue with submitting the user survey form is now fixed

The login gets automatically enabled for the deleted users who are added back during the scheduled sync.

Dec 30, 2015

Tasks can now be assigned/marked,

to a Group alone,

to a Group and a specific Technician in the group,

to a Technician alone without selecting the group and

to no Group or no Technician

Tasks can be triggered to automatically set the time of trigger as the "schedule start time" and assign the marked group/owner to the task.

Import categories, subcategories and items that help categorize the incoming requests, as a CSV file.

Technicians with the 'SD-Coordinator' role can view the availability of technicians and the number of open requests assigned to All Technicians across All Sites.

In the Provisioning tool, the 'not disable/delete users during scheduled sync' option is available.

Nov 17, 2015

Support for Croatia language

Issue in displaying survey list view is fixed

Issue in listing project members of a project is fixed

Issue in adding milestones in Gantt view when the project status is edited is fixed

Request list view print will now work in Internet Explorer browser too

Issue in showing project date fields in other timezone during edit is fixed now

Oct 23, 2015

New feature IT Project Management Released

You can now create projects, manage resources and track progress. You can integrate IT projects with requests and changes to fine-tune overall IT service delivery.

Projects is available for Enterprise edition by default. For Standard & Professional editions, it is available as an add-on.

Group and Technician fields shown in the Task form will have values based on the Site of Requests

When adding a Task from Template, Group or Technician will be unassigned if they do not match the Site of Requests

For non-admins, Home page tasks will be listed based on his associated group or assigned to him

Requests :

Introduced time filter to list requests based on the user selected time period

Request can be closed or resolved based on the completion of all the associated tasks

Work log :

Work log will now have execution start and end time. Older Work log's execution time will be moved as execution start time now.

If any change is made within the Execution Start time, End time, and Time taken, it will be resolved to sync automatically

Restriction :

Owner list will be shown based on the Site of Requests

Sep 25, 2015

Support for canceling purchase orders.

When a purchase order associated with a service request is rejected, received or cancelled, notifications are triggered to the technician associated with that service request.

When requests are picked up by/assigned to multiple technicians, a conflict of technicians pop up is shown based on which further actions can be driven.

There was an issue while accessing assets after deleting all the non-IT product types. It has now been fixed.

Earlier while assigning a department to a requester from the list view, the list of available departments did not populate. This has now been fixed.

Issue while adding payments to purchase orders has been fixed.

There was an issue in sending notifications while auto assigning technician during a request edit. It has now been fixed.

Error while generating reports for Workstation/Server has been fixed.

Issue fixed in displaying the approvals tab, when the approver is removed with appropriate approval permissions.

Issue fixed in not prompting mandatory alert for request fields on request update when the priority field had been removed from the template.

Issue in updating request OnHold status schedule has been fixed.

Aug 12, 2015

Support for general top level domains like .digital, .fly, .football, and .gallery.

Request search enhancement for quicker results.

Notification technician count increased to 50.

Issue while adding new additional field in template has been fixed.

Issue while viewing the change details from request details has been fixed.

Issue while saving business rule criteria with To/CC fields has been fixed.

July 29, 2015

E-mail Commands: E-mail commands allow technicians to delimit fields in the e-mail, according to which the e-mail will be parsed and corresponding fields will be set.

Multi Currency Support: ServiceDesk Plus On-Demand now supports multiple currencies for Purchase Orders (i.e asset procurement from different vendors). Choose the most frequently used currency for your organization from over a list of 162 currencies. To know more about 'Multi Currency Support' feature, visit our forum.

Site variables like Site, Site Description, Site Address, Site City & Site Postal Code can now be included in the notification templates of the Request, Problem and Change modules.

Technicians can change the request status when replying to a request.

A request that is set to On Hold can be scheduled to change status after a specific period of time which can be configured in the portal. You can also configure the portal settings to mandate comment field entries when changing the request status to On Hold.

Technicians can view the Logged-In Technicians of their associated sites.

Issue while selecting the scan option for Routers/Printers from the asset list view page has been fixed.

July 02, 2015

Trash in requests module: Deleting a request will now move it to the trash. The trash can be accessed from the requests filter drop down. Deleted requests will be deleted after 30 days from the trash. A technician can recover/delete requests permanently from the trash.

IE versions 9 and above will now be detected during scans

Resource tag will now appear in assets list view

200 technicians can be excluded from the technician auto assign feature

Reports date filter will have the options, last 7 days and last 30 days

June 18, 2015

New API is now available to get the request feeds

Earlier requests were not listed when the assigned group name had whitespace characters

Role related issue in requests module has been fixed

June 16, 2015

Integration with Zoho Reports:

Integrate with Zoho Reports, an online reporting and business intelligence service for easy analysis of business data, creation of insightful reports and dashboards for critical management decision-making

Create charts and graphs along with fields of your choice with a simple drag-and-drop interface

June 02, 2015

Asset lease expiry notification issue across different time zones has been fixed

Approval notification display has been enhanced as a full length page view

Punctuation marks are now properly displayed in reports

May 20, 2015

Work Log field has been added to problem and change closure rules

Asset State and Expiry Date fields have been added to summary report

Problem/Change raised on an asset is displayed in the asset details

A new service request can now be created from an incident request

Scheduled report ownership is changed to SDAdmin on edit of the report and if the current owner of a scheduled report is deleted or his/her login is disabled

A problem can now be marked as Known Error manually. Previously, it was automatically set to true on adding a solution or workaround.

Any change type can now be set as pre-approved. Earlier, only changes of type 'Standard' were automatically considered to be pre-approved.

April 28, 2015

If a field in Active Directory is empty and if there exists a value for that field in the server, the provisioning tool will ignore the value difference

If the user has set a department manually and an empty department value is encountered during provisioning sync, the server will not overwrite the value.

Earlier, the provisioning app auto update failed when it was renamed

Provisioning sync with i18N issue has been fixed

Proper verification of custom domain that is pointed to the server

AD FS 3.0 powershell script has been added

Earlier, when requests were logged in via mail, requesters were not notified when the requests were assigned to a technician

The maximum number of groups that can be associated to a technician has been increased to 250

April 15, 2015

Better support for Windows 8 start menu tiles

Enhanced view for resource question type text area under service requests

Inconsistent scheduling of preventive maintenance tasks due to timezone differences

April 07, 2015

Changes were not reflected when start day of the week option under calender customization in self-service portal settings was changed

There was an alignment issue in users list view under users & permissions

March 26, 2015

There was an issue while importing default service templates

Earlier when a non-admin technician edited a request custom filter that had public view access, the view access permission changed to private

Close option for purchase orders did not appear due to an issue in approval status

March 20, 2015

Cursor in the reply window disappeared when the content was auto drafted

Approver's name in the notifications sent for the change approval had inconsistent data

Small font size of the text in the print preview of requests has been enlarged

Survey form content has been given an update

Resource selection criteria for dynamic asset group did not work for IP address

The import from Google apps option displayed users from a single domain though there were multiple domains

March 13, 2015

The envelope icon in the Requests list view page will be set to green colour on a technician's reply and not when automated system notifications are triggered.

In Roles, the Delete option under the Advanced Permission can be used independent of the Delete option in the Access Permissions

Issue fixed in spam filter criteria for the cc option where the requests were not created and deleted as spam

March 5, 2015

Provisioning tool :

Provisioning tool can now auto update itself. Replace your old provisioning tool with this new tool to automatically avail future updates.

Requests :

Remote control is now available in the request page. You can initiate a remote control session with a requester through email or can directly take control of the requester's asset. To directly take control of the requester's asset, remote control add-on must be purchased.

Service requests and purchase orders can be associated with each other.

If a technician replies to a request from his email notification and includes the requester's email id in the to/cc list, the reply will be treated as a response to the request. If it is a first response, then the first response time will be updated.

Customization :

You can now configure default status names such as Open/Closed/On-Hold/Resolved and can localize. [Note: The custom/default reports and the custom filters also need to be edited and reconfigured to reflect changes, when editing/changing the default status names.]

Notifications Rules :

Notification options have been added to notify group members, when a request in their group is updated. Options have been added under

Groups --> Add/edit group name

Automatiom --> Notification rules

A notification option has been added to notify the requester when his request is assigned to a technician.

Customized templates have been added for the following notifications

Problem: Notify the corresponding incident's technician\requester

Change: Send notification

Reminder emails for requests, problems, and changes will now include the corresponding entity links.

Purchase :

Purchase order number field now supports alphanumeric characters.

Mail Server Settings :

A new option has been introduced to disable new requests from being created through emails, thereby requester would not be able to create new requests by sending emails, but existing requests will be appended properly for email replies as conversations.

Roles :

Administrator can allow or restrict technicians to edit/delete notes by assigning a new restriction permission "edit/delete own notes" in the roles section.

Administrator can allow or restrict technicians to edit closed tickets by assigning a new restriction permission "editing closed requests" in the roles section.

Inconsistency in displaying holidays in other time zones has been fixed

Spacing issues in the content of the auto notifications which are appended as conversations in the request module have been fixed

Feb 13, 2015

Flash Reports now has a tree-based model designed using javascript

While creating a "Pick List" type additional field, the following actions can be performed on the pick list options

Drag and drop single/multiple values in order to reorder them

Double click on an option to set it as the default value

Sort the values

Previously, when users logged in to their self service portal, frequently used solutions and service templates for which they did not have access were restricted through an alert. Now, these solutions and service templates have been prevented from being listed.

Jan 28, 2015

Import data from Google Apps option is now available for the Trial edition.

An error occurred when trying to download duplicate attachments containing underscore special character in thier file name.

When a request was resolved and an email notification was sent to the requester

Solution link present in the email notification was not accessible to the requester, if the solution had been copied from the knowledge base repository

The user will now have his custom logo displayed in the email notification form instead of the default ServiceDesk Plus On-Demand logo

Jan 16, 2015

When 'Alert(or Notify) Technician by Email when there is a new reply from the requester' notification is enabled and when the technician is notified, requester description will be appended to the notification.

When editing an existing contract that had user additional fields added after creating it, an error occurred.

Jan 09, 2015

Approvals tab of service request details view:

Option to add multiple approvers across different stages and save configuration.

Option to separately send out approvals to configured individual recipients along with a customizable subject line and description.

While in the details tab of request details view, the description of the ticket was not completely loaded.

Technicians were assigned requests via technician auto assign feature even though they were on holidays belonging to another time zone.

While in data archive feature, when site based criteria are included as exception rules and saved, the exceptions were not visible.

When replying to requests via iPhone, the application crashed.

Dec 31, 2014

Enhancements

Organizational theme settings has now been extended to these additional areas

Tab selection of the details view page across all applicable modules

Titles present in the admin page

Mouse hover links

Active buttons

Form element focus

Bug Fixes

All system folders were listed in the reports list view irrespective of the subscribed edition. For example, system folders pertaining to the problem and change modules were listed even though the user was listed as a standard edition user.

Dec 24, 2014

Bug Fixes

Report folders created by other users were not listed while saving a report

Worklog description details did not appear earlier in the print preview window

Dec 19, 2014

Enhancements

Purchase order additional fields that were earlier displayed in the quick view pane of purchase order details view have now been moved under the general information section of purchase order tab.

The length of Base DN field present in the add/edit windows domain pop up has been increased to 250 characters.

Bug Fixes

When logging into the application in compatibility mode using Internet Explorer browser, the company logo partially disappeared.

Dec 15, 2014

Bug Fixes

While creating or editing incident templates, the changes made to the font color in the description field were not saved

While creating reports with respect to purchase module, GL code field value was not generated

Text entered in the change description field appeared to be faded/grayed out in change details view

The archived requests option under the requests filter drop-down menu was misaligned for Deutsch language

Dec 09, 2014

Enhancements

On the conversations tab, click on the attachment icon present in the subject line of any conversation and it will directly take you to that respective attachment.

On the quick view pane of the request details page, when you associate a request, problem or change to an existing request, you will now see an new pop out icon. Clicking on this icon will lead you to the request, problem or the change that you wish to link to the existing request.

Bug Fixes

Inconsistent organization logo size in the login page.

Dec 04, 2014

The new user interface has been rolled out and it comes with several new features, enhancements, and bug fixes. Below is a list of bug fixes and features that have been added.

Bug Fixes

When replying to a request, the Email Signature (given under personalize) did not appear when the reply template was changed

An unknown error prevented users from viewing the Changes history

Comma separated values given while creating filters were not recognized

The attachment icons were not showing against the subject lines of the Conversations under Archived Requests

The attachments, when clicked from the conversations, did not get downloaded

When right clicked, the Home, Setup and Reports icons on the header pane did not have the S?Open link in new tab/window? etc. options when viewed from IE browsers

When doing bulk edits of the requests, the Category field by default was set to the None value instead of Leave as it is

The spam filter issue has now been fixed

Unable to verify domain in the Trial edition

The file names of attachments, with other language characters, did not show when downloaded

When accessed in IE, the Request Closure/Survey mail displayed unsupported browser version

Nov 19, 2014

New UI and Enhanced Features

All help desk configuration elements have been more effectively regrouped under the admin tab. The search functionality has been enhanced to instantly search individual configuration elements such as business rules

The list and details view of the request, problem and change modules have been revamped to facilitate faster loads. A toggle option has been introduced to expand or collapse the quick view pane of the request, problem and change module details page

A simplified topics management for solutions has been introduced. Solutions can now be added under specific topics. These topics can be nested to form a customized knowledge base repository with easy accessibility

The table settings has been enhanced and now the list view displays can be customized to display the number of records, columns, page refresh rate etc

Multi-level business rule architecture has been introduced where all necessary business rule conditions can be aligned in a nested fashion

With a unified option under the admin tab, it is now easy to import and export help desk data

Auto notifications and alerts on announcements and latest ticket developments

Attachments can now be dragged and dropped

Six different dashboard themes to choose from

Shortcut keys have been added to perform key functions as listed below:

June 09, 2014

Files with special characters in the filename could not be used as attachments in the application

Spelling error in the approvals taken message

March 14, 2014

Enhancement - Sites in Problem and Change Modules

We have now introduced the concept of Sites in the Problem and Change Management modules too

When converting an incident to a problem or a change, the site information in the incident is automatically applied. This helps you to filter problems and changes by site. You can also ensure that technicians view only those problems and changes in their associated sites by defining appropriate permissions in Roles. If no site is mapped to a problem or change it will be marked as being in S? Not in any Site?

How does this new enhancement impact existing problems and changes?

All existing problems and changes will now have the Site assigned to 'Not in any site'. If a technician is unable to view an existing problem or change ( that he was able to see earlier ), you need to map him to S? Not in any Site?

Bug Fixes

1. Default timeout during Mac OS scans was 3 minutes for SSH connections resulting in timeouts in certain cases. This is now made configurable and the default timeout can be set by giving ssh_timeout value in probe.pros file

Feb 05, 2014

New Feature - Live Chat Integration

We are happy to announce the availability of the Live Chat Add on with ServiceDesk Plus On-Demand. With this feature, end users can engage in real time conversations with technicians in IT Service Desk teams. 304A few cool features include:

Convert Live Chat transcripts into Requests

Initiate Live Chat from within Requests

The ability to leave offline messages to technicians

Transfer a Live Chat to another technician

Invite other technicians to a Live Chat conversation

Use canned messages for faster response

Provide feedback after a live support session

The Live Chat Add On is priced at $6 per technician per month available across editions and all customers are offered a free 30 day trial. To activate your Live Chat trial, go to Admin and under ‘ General’, click on ‘ Chat Settings’304 and click ‘ Try Now’.
For any help, you can refer to detailed documentation available here.

Jan 29, 2014

Behavioral Change - Authentication mandatory for Outgoing Emails

We rolled out a release yesterday where we have made the Authentication check for Outgoing mails to be mandatory. The existing setup would continue to work for all the customers without any issues and this change will take into effect only when you try to edit and save the mail server settings.

The reason why we have taken this step is to tighten security. Open relays without authentication can be used by spammers. In order to avoid spamming, most Internet Providers disallow open relays. If a mail server is detected to allow open relaying or is reported to use open relaying, the service provider would black list the mail server. If you require any assistance, please contact support at servicedeskplus-ondemand-support@manageengine.com

Dec 13, 2013

Enhancements

We have added a new column called ‘ Id’ in the Survey Results list view and ‘ Request ID’ in Survey Reports for easier identification of requests.

Bug Fixes

The following issues are fixed:

Empty error pop up appears when using the Request Refresh option with multiple tabs in Internet Explorer.

Error while viewing Request details when clicking the Request Title column in the Survey Report.

Subject appears truncated in certain requests when archived requests are exported in XLS.

Error while trying to edit technician profiles in certain accounts.

Dec 05, 2013

Enhancements

Worklog Permissions in Technician Role

You can now define Worklog permissions ( View, Add, Edit 304and Delete) on the304 Request, Problem and Change module while defining Roles for technicians.
All Worklog permissions are enabled by default for the SDAdmin, SDChangeManager, SDCo-ordinator304 and SDSiteAdmin roles. You will have to explicitly enable worklog permissions for other custom roles that you define. You can also decide if technicians can add 304Worklogs 304for closed tickets by going to the Self Service Portal settings in the Admin and selecting the appropriate option under ‘Do you want to prevent add worklog for closed Requests/Problems/Changes ?

For existing customers,

SDAdmin, SDChangeManager, SDCo-ordinator304 and SDSiteAdmin roles will have all Worklog permissions enabled.

Nov 08, 2013

We are happy to announce the availability of the Custom Application Platform with ServiceDesk Plus On-Demand. With this new feature, you can now create a variety of online custom applications for process automation from within your web browser that end users can access from their Self Service Portals. All this within minutes and with no programming required. You can design anything from Conference Room Booking application, Leave application, Procurement application with tiered approval mechanism or just about anything in your organization want to automate and integrate with your service desk. 304
To activate your free 30 day trial of the Custom Applications platform, go to Admin and under ‘ General’, click on ‘Custom Apps’.To get started with creating your first custom app, visit the help documentation here.

Oct 31, 2013

Enhancements

Probe scan will no longer consider the DNS name.

Notes added will be considered for first response for requests. This configuration is available in the Self Service Portal Settings.

API is now available for Linking Requests, Adding Notes for First Response and Adding Notes to the child request from the parent request.

Bug Fixes

The following issues are fixed:

In the Mobile browser, the requester was able to see the private notes too.

In the Tech Auto Assign, issues in assigning technicians in load balancing model as all statuses instead of pending status were considered.

Oct 16, 2013

Bug Fixes

The following issues are fixed:

Incorrect updating of departments in assets when a site is deleted and the requester/asset is associated to other sites.

Oct 10, 2013

Enhancements

Linking Requests

You can now link requests and create Parent - Child relationships between them. Not only can you link requests to one another but you can also perform certain common operations such as adding notes and creating resolutions across linked requests. You can find more details in our help documentation here.

Bug Fixes

The following issues are fixed:

Unable to split a merged request when the parent request has a technician assigned for the category.

Sep 24, 2013

Enhancements

Technicians can now be converted to Requesters: In the Technician List View, select the technician you want to convert as Requester. Click Actions and select S? Change as Requester?.

Bug Fixes

The following issues are fixed:

When an approver was deleted from the CAB in a change, the request for change approval was still shown in the Home tab of the Self Service Portal.

Months in Matrix Reports were repeated.

Sep 19, 2013

Enhancements

The Provisioning App can now be used with LDAP Servers like Lotus Domino, Open LDAP, etc

Email IDs with apostrophes not allowed while sending/forwarding notifications.

CAL users list was not alphabetically sorted.

Asset history did not capture User's site information while updating the asset state.

Issue while saving group unpicked notification checkbox.

Thread availability issue in Probe, because of which ADLogonApp fails to download scan script and push result.

Last logged in user details during Asset scan was not updated.

Deleted users were not removed from the CAL user list.

License key was not shown in the Software License details while associating a license to a workstation.

Months in Matrix reports were not displayed in order.

Report title did not appear in the S?Advanced? tab of Matrix reports.

Behavioral Change

Assets of Type Sever will have the Product Name as Model similar to Workstation while adding/editing a server.

July 31,2013

Enhancements

Push Notifications in Android App

We have now enabled Push Notifications for the Android App. If you use the Android native app, going forward,based on the chosen notification rules( Admin-->Notification Rules), technicians will receive push notifications in addition to email notifications for the following :

New request is created, request is assigned, requester has replied, request is re-opened, request is closed, request added to Group, request left unpicked in Group.

Notification text will be the same as "Subject" configured for corresponding notifications.

A maximum of 25 messages will be shown to the user.

Push Notification will not be sent to the logged-in user who performs operations like assign / close / etc.

Email CC Autofill for Requesters

Requesters will now be able to see the Autofill function in the Email CC field in their templates

July 18,2013

Enhancements

Push Notifications in iOS App

We have now enabled Push Notifications for the iOS Apps. If you use the iPhone/iPad native app, going forward,based on the chosen notification rules( Admin-->Notification Rules), technicians will receive push notifications in addition to email notifications for the following :

New request is created, request is assigned, requester has replied, request is re-opened, request is closed, request added to Group, request left unpicked in Group.

Notification text will be the same as "Subject" configured for corresponding notifications.

A maximum of 25 messages will be shown to the user.

Push Notification will not be sent to the logged-in user who performs operations like assign / close / etc.

Bug Fixes

The following issue was fixed:

Non login users were not able to close their resolved tickets.

July 16,2013

Enhancements

Organization Logo

As a step further in helping you to ease the customization of ServiceDesk Plus On-Demand for your organization we have now provided the capability to specify your organization logo in one single place and include that in the invitation emails sent out to users.
Going forward, you will be able to upload/change custom images (logos, etc.) only in the’ Organization Details’ section under Admin. This image will be used in the Portal, Headers, Purchase Orders, Reports and the Invitation emails. Please note that only the Organization Admin(who has User Management permission) can upload/change custom images in the application.

For existing customers,

If you have your own custom image uploaded in the Organization Details already and have checked the ‘Show & Use this Image’ box already, this image will be uploaded under the Custom Image and used as the organization logo. If you have uploaded any custom image in the Self Service Portal Settings, that will be ignored.

If you have your own custom image uploaded in the Self Service Portal Settings already and have the ‘Use Custom Image’ option selected, the custom image will be used as the organization logo. This is in cases where you have not uploaded any custom image in the Organization Details or have uploaded a custom image but not checked the ‘Show & Use this Image’ box.

July 09,2013

Enhancements

The questions and resources in Service Templates will now be in the order as added by the user( technician) . Previously resources were added in alphabetical order.

June 26,2013

Enhancements

1. Service Request Approval Status Tab for Requesters : You can now let your requesters view the approval status of their Service Requests at each stage. This configuration is specific to each Service Request Template. If you would like the requesters to be able to view the approval status for a particular type of Service Request, edit that Service Request Template and in the Workflows tab, enable the 'Show approval to requester' checkbox.

2. IE 10 Support: We now offer full support for ServiceDesk Plus On-Demand in IE 10

3. Turkish Language Support: ServiceDesk Plus On-Demand is now available in the Turkish Language version.

June 13,2013

Enhancements

Email CC option for Incident and Service Request templates
You can now include specific people to be copied for auto communication on creation/resolution/closure for an incident or service request. All you need to do is go to the respective incident/service request template and drag/drop the 'E-Mail Id(s) to Notify' field on the left hand side onto the template. You should also enable and configure "E-mail Cc users" notifications under Notification Rules.

In the absence of Group and Site in the Request Template,updating ticket details marked the ticket ' Unassigned'.

AD synchronization caused approval permission being over written in user profiles.

May 02,2013

New Feature

Service Catalog

We have now released the Service Catalog feature in ServiceDesk Plus On-Demand. With the Service Catalog in ServiceDesk Plus On-Demand you can now document and publish the range of services offered by the IT ServiceDesk to the end users in the organization.

Note : For existing customers, please note that your Default Request Template will now be listed as 'New Incident' template in the application under the ' Request Catalog' button.

Also this feature is available only in the Enterprise Edition of the application.

Enhancements

Requests Auto Refresh : We have also rolled out the Auto Refresh Feature in ServiceDesk Plus On-Demand. You can now choose the Refresh Frequency in the Requests List View Page to be 3, 5, 10 or 30 minutes.

Reports: You can now pull reports on Requests based on the Assigned Time and Approval Status.

For the Requesters, the 'Reply' Icon option is now available in the column chooser

Apr 19,2013

Enhancements

New look and feel for the Requests List View in the Android App.

Add/Edit worklog in the Android App now includes incident cost, total charges based on Cost per hour calculations.

Bug Fixes

The following issues were fixed:

IE10 Windows Scan( using Activex) threw errors.

Android App crashes while changing Site and Category.

Google Apps and SAML login issues in the Android App.

Mar 23,2013

New Feature - Android App for ServiceDesk Plus On-Demand

We are happy to announce the availability of the native Android App for ServiceDesk Plus On-Demand. You can download the app at

With the new app, your technicians can access your IT ServiceDesk on the go using their Android Mobile Phones helping them create, update and resolve tickets anytime from anywhere. Not only that, technicians can also mark time spent entries on tickets, add notes, reply to end users from within tickets and view tickets on pre-defined filters. We believe that the Android App for ServiceDesk Plus On-Demand would help you respond to and resolve tickets faster increasing IT helpdesk efficiency and improving end user satisfaction.

The key features of the app are summarized below

Create, Update, View IT help desk tickets

Assign, Pick Up or Merge tickets

Resolve tickets, Inform users and Close tickets

Track time spent by adding Worklogs

Add Notes to tickets

Search for tickets by ID and Subject

Reply to the users directly from within the ticket

Filter requests based on criteria such as unassigned, pending, open etc.

Multiple login options using Zoho, SAML and Google Apps

Mar 21,2013

Bug Fixes

Changes to the schedule in Preventive maintenance tasks did not get updated. This was fixed.

Feb 28,2013

Bug Fixes

Caching issue while adding new templates was fixed.

Dec 28, 2012

New Feature - Remote Control

ServiceDesk Plus On-Demand introduces Remote Control Add-on feature for screen sharing between technicians and end users in different locations with Zoho Assist. The feature is agentless, so there is no need to deploy and run agents in each system. Supported operating systems include Windows, Linux and Mac. For more details click here.

Enhancements in User Management

A new role Organization Admin is introduced. From now onwards Technician having this role will have the complete User Management Privileges as listed below,

Oct 11, 2012

Enhancements

1. New UI for Additional Fields

We have changed the way you can add new additional fields in ServiceDesk Plus On-Demand. From a tab based view provided earlier, we have moved to a list based view for easy creation and management of additional fields.
You can refer to the Request Additional Fields help document here to see how you can create, view, edit and delete additional fields in the application.

2. Additional Tasks in Request

You could choose up to 10 tasks to be executed when a request is raised. We have now increased this limit to 50.

Sep 25, 2012

Bug Fixes

The following issues are fixed in today's hotfix:

When a request previously assigned to and viewed by a technician was changed to ‘Unassigned’ by modifying the site or group, the request subject did not appear in bold in the Request List View.

Change approver when clicking on the email link to approve the change was unable to view attached documents in the change as the link was missing.

The first 500 characters in the content of the Subject in each solution will now be shown on the tool tip.

Auto Close option did not work for requests in the ‘Resolved’ status created through Preventive Maintenance Tasks.

API Enhancements

We have provided new APIs for the bulk operations on requests: Pickup, Assign, Merge, Close and Delete. You can detailed information here.

Sep 10, 2012

New Feature - Asset Depreciation

We have rolled out the Depreciation feature for Assets in ServiceDesk Plus On-Demand. Depreciation calculation on used assets that decrease in value over time helps in useful financial reporting. You can configure depreciation either at the product level or the asset level. The following methods of calculating asset depreciation are currently supported:

Tickets that were in the ‘On Hold ‘status were flagged for SLA violation. This is now fixed.

July 23, 2012

Enhancements

Asset Scan using the Probe is now enhanced to support the following types of printers: Kyocera, Samsung, Lexmark, Emulex, NRG, Konica Minolta, HBM Lan.

During User Import in the Provisioning App, the total count of users imported will be displayed in the LDAP Query Results Page.

Reports in ServiceDesk Plus On-Demand now support 3 new types of charts: Time Series Chart, Line Chart and Area Chart.

SLA escalations now take business hours into consideration.

Bug Fixes

The following issues are fixed in this release:

During User Import/Sync using the Provisioning App, user list was not sorted.

In the IPhone App, when the ‘Item’ field is not part of the request, that request could not be opened.

Due by Time calculation was wrong when the request was resolved or closed.

Report output did not match the configured ‘Date Filter’ criteria in Reports.

July 2, 2012

New Features:

Software Asset Management - Additional Software License Types

ServiceDesk Plus On-Demand now supports additional license types for Software Asset Management apart from the currently available ‘Individual’ and ‘Enterprise’ license types. The entire list is given below:

Individual: License type for single installation

OEM (Original Equipment Manufacturers): License type for software that is already installed in the hardware.

Named User License: License Type for a specific user.

Volume: License Type supporting multiple users.

Client Access License (CAL): License type that gives a user the rights to access the services of the server.

Trial License: License Type for trial versions of software.

Enterprise (Perpetual): License Type that does not require renewal and is for life long.

Concurrent License: License Type for software that can be accessed by a specific number of users at a time.

You can create software license agreements and associate them to software licenses. You can attach softcopies of the agreement and add Purchase and Invoice details. You can set the Agreement Expiry Notification to go out to selected users a specified number of days before the agreement expiry. Like software licenses, you can edit and delete software license agreements and print them out too.

Bug Fixes

The following issues are fixed in this release:

When a request is marked ‘Resolved ‘, Notification mail was not sent.

‘Cost Center’ edit was not getting saved in Purchase Order.

Incorrect Description updates occurred in Request history.

User in SAML enabled logins could not access links in notification emails.

Report Description field, previously limited to 100 characters has now been increased to 5000 characters.

Notification email was not sent for ticket assignment when Technician Auto Assign is enabled.

While importing requesters by CSV, same Sites in different alphabet case threw errors.

CC fields in Requests were auto filled with the text ‘not provided’.

May 15, 2012

Automatic Import of Users and Synchronization with Active Directory

We have rolled out a new version of the Provisioning App that offers a better way of importing Requesters in ServiceDek Plus on-Demand from your Active Directory/LDAP. Not only that, with the Provisioning App, you can automatically synchronize SeriviceDesk Plus On-Demand with your Active Directory by running the Provisioning App as a Scheduled Task in Windows to automatically add, update, disable or delete users from ServiceDesk Plus on-Demand on a periodic basis.

You can find more details of the Provisioning App here. For details on configuring AD SSO for your ServiceDesk Plus On-Demand instance please see here.

April 20, 2012

Enhancements

1. Survey Translation

Admins can now translate survey questions in a language of their choice to be sent to the requesters. The following 14 languages: Brazilian Portuguese, Chinese, Dutch, English, French, German, Italian, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish and Traditional Chinese. For more details , please refer to http://ondemand.manageengine.com/service-desk/help/admin/defining-a-survey.html

2. Site Deletion

While trying to delete a Site in the application, an alert is shown to the technician asking if existing Requesters, Probe, Assets, Request Template and Preventive Maintenance tasks associated to that Site need to be associated to another site. You can also choose to not select any site and move the existing Site associations to ‘Not associate to any Site’.

Bug Fixes

Welcome Screen in French - The text in the Welcome Screen in the Customized login page was displayed in English even after the French language selection in the browser was enabled. This is now fixed to correctly display French.

Issues while creating tickets in Groups – When two alias accounts were configured on the system to route incoming tickets to two different groups, only one ticket was created instead of two. This is now fixed.

Work log description - In the Request Details Page, the Worklog list view did not display the complete description. This is now fixed to show the entire description.

Request Template Issue: When a new request template was created, a newline character was inserted in the Resolution by default. This is now fixed and the character removed.

Preventive Maintenance Schedule – Schedules were not getting saved correctly in the Preventive Maintenance tasks. This is now fixed.

Script Error in Italian version: There was a script error thrown while trying to modify a Requester into a Technician. This is now fixed.

Time Spent Report Issue: There were discrepancies in calculating the time spent on tickets. This is now fixed.

March 21, 2012

ServiceDesk Plus On-Demand Hotfix

Compatibility with Firefox 11

We released a hotfix today that has made ServiceDesk Plus On-Demand browser compatible with Firefox 11.

Other Updates

Technicians can now choose to notify Approval senders( technicians) of Approval action ( approved or rejected) in the Requests module.

Issues in saving the Requester Canvas in the Request Template have been fixed.

March 14, 2012

Purchase Order Enhancements

We have rolled out some enhancements to the Purchase Order ( PO) module in ServiceDesk Plus On-Demand.

A new PO approval mechanism: The existing PO approval mechanism in ServiceDesk Plus On-Demand stands changed. The single level approval system is replaced by what is called a ‘multistage, multiple approver’ PO approval mechanism. You can create up to 5 stages of approvals with multiple approvers (requesters or technicians) in each stage. Please click here to find more details of the changed approval mechanism.

Add Invoice details to a Purchase Order

Add Payment details to a Purchase Order

Configure email templates for purchase order approval notifications.

What this means to your existing POs in the application

All your existing PO approvals will be seamlessly moved to

Stage 1. Let us explain with a scenario:

Assume there is a PO existing in the system pending approval from two approvers, Cathy and Jimmy . Here's how the screen would look now :

In the new PO approval system, here's how the screens would look for three different cases of the scenario:

Case 1: Both Cathy and Jimmy have not approved the PO yet

In case both Cathy and Jimmy have not approved the PO yet, the status of the PO is ' Pending Approval'

Case 2: Cathy has approved the PO while Jimmy's decision is pending

In case Cathy has approved the PO while Jimmy's decision is pending, the status of the PO is ' Approved' since one of them has approved the PO.

Case 3: Cathy has rejected the PO while Jimmy's decision is pending

In case Cathy has rejected the PO while Jimmy's decision is pending, the status of the PO is ' Pending Approval' since only one of them has rejected the PO. The final status of the PO depends on Jimmy's decision to approve or reject it.

Request Template Enhancement

Mark any Request Template the ‘Default Template’

You can now make any Request Template that you create, the DEFAULT template. Just go to Admin » HelpDesk » Request Template
In the list view, select any template and click on the ‘Make Default’ button.
The template selected will now become the Default Template.

In the screen shown, ‘My Template’ a Request Template has been made the default template and hence is indicated by a small icon.

Bug Fixes

Reopening a resolved request by email caused incorrect due dates to be set. This is now fixed.

February 13,2012

API

The ServiceDesk Plus On-Demand API allows for the integration of ServiceDesk Plus On-Demand with applications for network monitoring, intranet web applications and other third party SaaS applications. The API currently provides integration points to various help desk modules including Requests, Incidents, Users, Notes, Worklogs and a host of other Administrator functions like Site, Category, Status, Level, Priority, Mode, Impact, Urgency, Request Type and Request Templates. The ServiceDesk Plus On-Demand API supports XML and JSON formats and is programming language-neutral allowing developers to create applications in a language they are familiar with.

ServiceDesk Plus On-Demand now has a native iPhone app that iPhone users can use to access and manage their IT help desk tickets on the go. iPhone users can create, update, assign, communicate with ticket owners and close tickets from the app. Other functions include the addition of ticket resolutions and work logs, search capability and customizable ticket views. More details of the app can be found at http://ondemand.manageengine.com/iphone/

Enhancements

1) Work logs

Two fields 'Other Charges' and 'Total Charges' have been introduced. The 'Total Charges' would be calculated by summing the Technician Charges and Other Charges.

The 'Time Elapsed' section in the 'View Request' now includes the Tech Charges, Other Charges and Total Charges in display.

January 01, 2012

Flash based Dashboard

You can now make any Request Template that you create, the DEFAULT template. Just go to Admin » HelpDesk » Request Template
In the list view, select any template and click on the ‘Make Default’ button.
The template selected will now become the Default Template.

In the screen shown, ‘My Template’ a Request Template has been made the default template and hence is indicated by a small icon.

We have just rolled out an improved and better Flash based dashboard for ServiceDesk Plus On-Demand.

The 'Global view' has become the 'Dashboard' with 3 separate sections for:

Helpdesk

Problem and Change

Assets

The Request/ Incident Dashboard is a lot more comprehensive and includes these important additional details:

Open and OnHold Request Views in filter will now also include Custom Statuses created in the application.

Enhancements

Opening Incident Details from Problems and Changes
You can now open actual Incident details from associated Incidents section in Change and Problem details. Earlier the Incident details were loaded at the bottom section. An additional column is now added which would open actual Incident details page.

View technicians associated with Role
You can now view the list of technicians who are configured for a given role. This is available in Admin » Roles section.

Country Included
Azerbaijan is included in the options to select the country name while creating a site.

Bug Fixes

1) Asset Additional fields imported through CSV would not be updated correctly. This is now fixed.

2) Issues (Server Errors) in opening attachments in the mail sent for request approval is fixed.

3) Unread requests were not highlighted in bold in the Request List View. This is fixed.

4) Domain text field under Self-Service Portal Settings could not be edited and this is now fixed.

5) Site field did not appear in the Request view column chooser for the Standard and Professional editions. This is fixed.

6) Issue in displaying technician leave details for users in other timezones fixed.

October 28, 2011

New Features

1) Mobile Interface for ServiceDesk Plus On-Demand

You can now carry your IT help desk in your pocket! ServiceDesk Plus On-Demand can now be accessed on a variety of devices as Android phones, iPhone and iPad.
The platform independent mobile interface enables you to access critical Incident management functionality without installing anything. Customers can now enjoy speed and flexibility in reporting and resolving incidents without being chained to their desks.
The Mobile interface can be accessed through the mobile browser on typing the url http://sdpondemand.manageengine.com/mobile

Intuitive, easy to use interface for quick and easy actions on incident tickets

Comprehensive dashboard with details of Requests Overdue, Requests Pending, Requests Due Today for the technician logged in

End to end incident management operations such as Creating Requests, Editing Requests, Picking Up Requests, Assigning Requests, Closing Requests and Deleting Requests.

Additional operations on incident tickets such as addition of Work logs, Resolution and Discussion Notes

Detailed Request List Views with flags for Overdue ticket status, first response SLA violation and new email reply received from user.

2) Multilanguage Support

ServiceDesk Plus On-Demand is now available in 12 different languages: French, German, Spanish, Russian, Dutch, Norwegian, Portuguese, Swedish, Italian, Polish, Chinese and Taiwan Chinese. You can choose your language when you first log into the service or change it midway at the click of a button.

3) New Asset Scan Capability

Network Device Discovery now added to Asset Scan

The probe for asset discovery so far could scan workstations across Windows, Linux and Solaris environments. The probe now has capability to automatically discover assets like printers, routers, switches, etc. using SNMP.

Scanning OUs (Organizational Units) from Active Directory

If you do not want to scan the entire domain and instead want to scan only an OU, you can provide a base DN in the Domain Scan page.

4) First Response SLA

With the First Response SLA feature, you can now specify the time within which a request needs to be responded to, in terms of days, hours and minutes. You can also escalate the ticket to other technicians and/or the owner if the ticket has not been responded to within the specified time limit. You can also pull reports based on First Response SLA.

Enhancements

1) System Log

The System Log is can now be exported to an XLS or CSV file.

2) Calendar Customization in Self Service Portal Settings

You can now customize the calendar view in the Self Service Portal Settings by selecting the start day of the week from a drop-down. The selected day will be considered the starting day of the week in all the calendar views.

3) Action on email replies from requesters to closed requests in Self Service Portal Settings

When the requester replies through E-mail to the closed requests you can configure the application to take one of the following:

Reopen the request always.

Reopen the same request within a specified number of days from closed time. Else, create as a new request.

Append the reply as conversation to the request and notify technician.

From their Self Service Portals, requesters can now perform the following actions on tickets raised by them:

Reopen a Closed/ resolved Request raised by them

Close request tickets raised by them that have been Resolved

Reopen ‘ On Hold’ requests after sending an email reply to the technician

5) Stopping the timer for requests awaiting approval in Self Service Portal Settings

It is now possible to configure the system to stop the timer for those tickets that are awaiting approval. If stop timer is enabled, timer will be automatically stopped for requests. You can also configure the status that must be set while the request ticket awaits approval.

6) Business Rules and SLA with Empty Criteria

You can now add and execute Business Rules and Service Level Agreements without selecting the criteria. These Business Rules and Service Level Agreement are executed when none of the request values satisfy any parameter criteria mentioned in other Business Rules and Service Level Agreement.

7) Due by Time for Reopened requests in Self Service Portal Settings

For reopened requests, the time frame in which the ticket moved from the ‘Closed’ to the ‘Open’ state is now added to the ‘Due by’ time of the request.

8) Site Information in Request Details Page

Information on the request site can now be viewed from the request details page without any configuration by just clicking on an icon next to the site name.

Bug Fixes

1) Individual technicians could not customize the Request List View Columns according to their preference. This is now possible.

2) In the reports module, the input length of filter criteria was restricted to 100 characters and threw an error if it went over this limit. This restricted is now removed.

3) The Audit Trial of assets showed the time in server settings and not the user specific time. This has now been fixed to reflect the time zone of the user.

4) Laptops scanned by the probe were wrongly categorized as desktops in the application. This is now fixed.

5) The custom domain name did not allow for the use of the special character “-“.The use of this special character in the custom domain name is now permitted.

6) In the Requests module, the time spent value was shown as the difference between the completed and created time. In the TimeSpent module, the time spent field showed the time entered in the work log and the elapsed time field showed the time spent (difference between the completed and created time).This is now fixed in such a way that TimeSpent field shows the difference between the completed and created time in both modules and the time elapsed field shows the value entered in the work log.

7) Asset import from CSV with cell data containing multiple lines threw errors. There were also errors thrown while attempting to import assets with additional field details in the CSV file. This is now fixed.

June 11,2011

Integration with Active Directory

You can now integrate ServiceDesk Plus On-Demand with your Active Directory for importing user information. Users will be able to login to ServiceDesk Plus On-Demand using their Active Directory credentials. In addition, they can also leverage the advantages of the single sign on capability provided by Windows Integrated Authentication. This capability is highly secure and standards based, and is implemented using SAML for all user management assertions. For more details on how this works, refer to this document.

User Group

One of the crucial requirements in rendering IT services is to offer certain services globally to all users and restrict certain other services to specific users alone. To achieve this, provision to create 'User Groups' has been introduced. You can classify the ServiceDesk Plus On-Demand users within your organization into various User Groups. After creating the groups, you can carry out various 'group-based' services - for example, announcing service downtime to the user group belonging to a specific location.

Task Template

In typical help desk environments, there would be requirements to assign the same or similar tasks to different users at different times. Adding the tasks afresh every time leads to waste of time and resources. To overcome this, 'Task Templates' are provided. Templates can be created with details about the task and they could be assigned to users instantly without having to fill the details. Task Templates can be used for adding tasks on a request, problem or change.

Resolution Template

In day-to-day customer support, quite often the technicians will receive requests that involve the same or similar solution. In such cases, instead of typing the solution repeatedly, 'Resolution Templates' could be created. The template will contain the solution, which can be sent to the customers instantly.

New Features / Enhancements

1) When selecting specific columns among the additional fields in the column chooser for display in 'Request List View', earlier, only 20 additional fields were listed. Now, it has been enhanced to include all the additional fields. Earlier, this was available to Technicians. This has now been extended to Requesters also.

2) The 'Print View' of problems, changes and requests now provides the option to select only specific items for printing. For example, when printing a change, you can just print the Work Log and History alone.

3) Earlier, the 'Work Log' in 'Problem' and 'Change' displayed only the recent 10 records. This has now been changed to include all the available records.

Bug Fixes / Changes

1) Earlier, when Problems and Changes reports were edited, some column names were displayed as 'Null'. This has been fixed.

2) Timezone and time format display has been standardized in the application. The organization timezone will take effect everywhere.

3) Requesters are identified through their email addresses. A new email address is treated as a new user. Case-sensitiveness was imposed in parsing the emails. The same email address with different case was considered as a different user. This has now been fixed. The email address is now considered case insensitive.

4) In Asset Management, when the Acquisition date of Software License was edited , garbled characters were displayed. This is now fixed.

Note:Restart "ManageEngine SDP On-Demand Probe" service from Windows Services console to get the probe updated to its latest version

October 28, 2011

New Features

1) Mobile Interface for ServiceDesk Plus On-Demand

You can now carry your IT help desk in your pocket! ServiceDesk Plus On-Demand can now be accessed on a variety of devices as Android phones, iPhone and iPad.
The platform independent mobile interface enables you to access critical Incident management functionality without installing anything. Customers can now enjoy speed and flexibility in reporting and resolving incidents without being chained to their desks.
The Mobile interface can be accessed through the mobile browser on typing the url http://sdpondemand.manageengine.com/mobile

Intuitive, easy to use interface for quick and easy actions on incident tickets

Comprehensive dashboard with details of Requests Overdue, Requests Pending, Requests Due Today for the technician logged in

End to end incident management operations such as Creating Requests, Editing Requests, Picking Up Requests, Assigning Requests, Closing Requests and Deleting Requests.

Additional operations on incident tickets such as addition of Work logs, Resolution and Discussion Notes

Detailed Request List Views with flags for Overdue ticket status, first response SLA violation and new email reply received from user.

2) Multilanguage Support

ServiceDesk Plus On-Demand is now available in 12 different languages: French, German, Spanish, Russian, Dutch, Norwegian, Portuguese, Swedish, Italian, Polish, Chinese and Taiwan Chinese. You can choose your language when you first log into the service or change it midway at the click of a button.

3) New Asset Scan Capability

Network Device Discovery now added to Asset Scan

The probe for asset discovery so far could scan workstations across Windows, Linux and Solaris environments. The probe now has capability to automatically discover assets like printers, routers, switches, etc. using SNMP.

Scanning OUs (Organizational Units) from Active Directory

If you do not want to scan the entire domain and instead want to scan only an OU, you can provide a base DN in the Domain Scan page.

4) First Response SLA

With the First Response SLA feature, you can now specify the time within which a request needs to be responded to, in terms of days, hours and minutes. You can also escalate the ticket to other technicians and/or the owner if the ticket has not been responded to within the specified time limit. You can also pull reports based on First Response SLA.

Enhancements

1) System Log

The System Log is can now be exported to an XLS or CSV file.

2) Calendar Customization in Self Service Portal Settings

You can now customize the calendar view in the Self Service Portal Settings by selecting the start day of the week from a drop-down. The selected day will be considered the starting day of the week in all the calendar views.

3) Action on email replies from requesters to closed requests in Self Service Portal Settings

When the requester replies through E-mail to the closed requests you can configure the application to take one of the following:

Reopen the request always.

Reopen the same request within a specified number of days from closed time. Else, create as a new request.

Append the reply as conversation to the request and notify technician.

From their Self Service Portals, requesters can now perform the following actions on tickets raised by them:

Reopen a Closed/ resolved Request raised by them

Close request tickets raised by them that have been Resolved

Reopen ‘ On Hold’ requests after sending an email reply to the technician

5) Stopping the timer for requests awaiting approval in Self Service Portal Settings

It is now possible to configure the system to stop the timer for those tickets that are awaiting approval. If stop timer is enabled, timer will be automatically stopped for requests. You can also configure the status that must be set while the request ticket awaits approval.

6) Business Rules and SLA with Empty Criteria

You can now add and execute Business Rules and Service Level Agreements without selecting the criteria. These Business Rules and Service Level Agreement are executed when none of the request values satisfy any parameter criteria mentioned in other Business Rules and Service Level Agreement.

7) Due by Time for Reopened requests in Self Service Portal Settings

For reopened requests, the time frame in which the ticket moved from the ‘Closed’ to the ‘Open’ state is now added to the ‘Due by’ time of the request.

8) Site Information in Request Details Page

Information on the request site can now be viewed from the request details page without any configuration by just clicking on an icon next to the site name.

Bug Fixes

1) Individual technicians could not customize the Request List View Columns according to their preference. This is now possible.

2) In the reports module, the input length of filter criteria was restricted to 100 characters and threw an error if it went over this limit. This restricted is now removed.

3) The Audit Trial of assets showed the time in server settings and not the user specific time. This has now been fixed to reflect the time zone of the user.

4) Laptops scanned by the probe were wrongly categorized as desktops in the application. This is now fixed.

5) The custom domain name did not allow for the use of the special character “-“.The use of this special character in the custom domain name is now permitted.

6) In the Requests module, the time spent value was shown as the difference between the completed and created time. In the TimeSpent module, the time spent field showed the time entered in the work log and the elapsed time field showed the time spent (difference between the completed and created time).This is now fixed in such a way that TimeSpent field shows the difference between the completed and created time in both modules and the time elapsed field shows the value entered in the work log.

7) Asset import from CSV with cell data containing multiple lines threw errors. There were also errors thrown while attempting to import assets with additional field details in the CSV file. This is now fixed.

June 11, 2011

Integration with Active Directory

You can now integrate ServiceDesk Plus On-Demand with your Active Directory for importing user information. Users will be able to login to ServiceDesk Plus On-Demand using their Active Directory credentials. In addition, they can also leverage the advantages of the single sign on capability provided by Windows Integrated Authentication. This capability is highly secure and standards based, and is implemented using SAML for all user management assertions. For more details on how this works, refer to this document.

User Group

One of the crucial requirements in rendering IT services is to offer certain services globally to all users and restrict certain other services to specific users alone. To achieve this, provision to create 'User Groups' has been introduced. You can classify the ServiceDesk Plus On-Demand users within your organization into various User Groups. After creating the groups, you can carry out various 'group-based' services - for example, announcing service downtime to the user group belonging to a specific location.

Task Template

In typical help desk environments, there would be requirements to assign the same or similar tasks to different users at different times. Adding the tasks afresh every time leads to waste of time and resources. To overcome this, 'Task Templates' are provided. Templates can be created with details about the task and they could be assigned to users instantly without having to fill the details. Task Templates can be used for adding tasks on a request, problem or change.

Resolution Template

In day-to-day customer support, quite often the technicians will receive requests that involve the same or similar solution. In such cases, instead of typing the solution repeatedly, 'Resolution Templates' could be created. The template will contain the solution, which can be sent to the customers instantly.

New Features / Enhancements

1) When selecting specific columns among the additional fields in the column chooser for display in 'Request List View', earlier, only 20 additional fields were listed. Now, it has been enhanced to include all the additional fields. Earlier, this was available to Technicians. This has now been extended to Requesters also.

2) The 'Print View' of problems, changes and requests now provides the option to select only specific items for printing. For example, when printing a change, you can just print the Work Log and History alone.

3) Earlier, the 'Work Log' in 'Problem' and 'Change' displayed only the recent 10 records. This has now been changed to include all the available records.

Bug Fixes / Changes

1) Earlier, when Problems and Changes reports were edited, some column names were displayed as 'Null'. This has been fixed.

2) Timezone and time format display has been standardized in the application. The organization timezone will take effect everywhere.

3) Requesters are identified through their email addresses. A new email address is treated as a new user. Case-sensitiveness was imposed in parsing the emails. The same email address with different case was considered as a different user. This has now been fixed. The email address is now considered case insensitive.

4) In Asset Management, when the Acquisition date of Software License was edited , garbled characters were displayed. This is now fixed.

Note:Restart "ManageEngine SDP On-Demand Probe" service from Windows Services console to get the probe updated to its latest version

March 23, 2011

New Features / Enhancements

New request filters have been added to enable viewing the requests approved / rejected by users.

Requester list view under "Admin" has been changed with enhanced search options. 'Requesters' can now be searched based on email, phone and mobile numbers.

Requester additional fields can now be viewed in the "Request Details" page.

Asset additional fields and workstation additional fields can now be viewed on "Associated Asset List" view in the "Request Details" page.

Home page now depicts list of 'Requests', 'Change' and 'Purchase' waiting for user approval.

Bug Fixes / Changes

Issues in depicting the reports "Completed Problems by Cost" and "Completed Changes by Cost" have been fixed.

Earlier, it was not possible to remove default fields such as 'Level', 'Request Type' and others in "Request Template". This has been fixed.

Problems in showing time / datestamp based on timezone have been fixed.

When a technician attempted to reply to a request created by him, a script error was thrown. This has been fixed.

Issues in importing non-IT assets have been fixed.

Earlier, when site creation was done by importing requesters, default settings were copied. This has now been changed to refer to the default settings.

In the technician/requester email address, usage of hyphen is now allowed.

When the site column had been left empty, asset import through CSV did not work. This has been fixed.

Earlier, there were issues in automatically converting emails into tickets due to case sensitive nature of requester/sender email address. This has now been fixed.

Issues in importing requesters through CSV have been fixed.

December 22, 2010

Enhanced Asset Scanning

ServiceDesk Plus On-Demand Probe now scans for Mac, Solaris and IBM AIX workstations. This is in addition to the Windows and Linux that are currently supported. Software inventory scanning for Linux, Mac, Solaris and IBM AIX is also now supported.

Auto Assign Tickets

Don't let your tickets stay in the queue, unassigned anymore. With the new Auto assign functionality you can automatically distribute the tickets to your technician based on their availability and criticality of the incident.

ServiceDesk Plus On-Demand has introduced Round Robin and Load balancing methods which will address different helpdesk environments. This auto assign functionality from ServiceDesk Plus On-Demand can now do the job of your helpdesk coordinator automatically.

Reply Template

While replying to requests, technicians tend to type the same response repeatedly to quite a few requests of the same type. With Reply Template, Admin can create templates that can be used by technicians to send responses thus saving time and effort.

Admin can create each template with a unique name with configurable subject and content. The templates are displayed as a list for technicians to choose in the 'Reply' page.